Agency: AKQA, Role: Senior Designer
Honors: Webby Awards 2017 Honoree – Apps and Software Services & Utilities 2017
Verizon's services were spread across several independent apps and there was a need to cut customer servicing costs. They needed a way to differentiate themselves in an increasingly connected world.
100+ million customers expected more on-demand services and tools.
We delivered a redefining mobile-first vision for Verizon’s entire business with the My Verizon App.
We collaborated closely with the client on a regular basis. We met for on-site presentations where all five design pods presented new work at the end of each sprint. All prototypes went through multiple rounds of testing and validation. Along with a dedicated UX Designer, PM, and floating Copywriter, I delivered the home to in-store retail experience, retail feedback forms, and nav/menu explorations for our pod.
A conversational interface and an easy-to-use experience meant customers never had to waste time on the phone with a customer care professional in the typical customer service model.
We incorporated the use of geolocation and beacon technology to automatically simplify the check-in process, while also keeping the customer in-app with in-store only promotions and activities via the app’s home feed.
increase in conversion compared to the old app
increase in app usage since launch
increase in autopay enrollments
daily active users and growing
increase in in-app bill payments
decrease in calls to customer support since launch