My Verizon App
Agency: AKQA, Role: Senior Designer
Honors: Webby Awards 2017 Honoree – Apps and Software Services & Utilities 2017
Problem
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.
Insight
100+ million customers expected more on-demand services and tools.
Solution
We delivered a redefining mobile-first vision for Verizon’s entire business with the My Verizon App.
Engaged Clients Lead to Success
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.
Make an appointment from the comfort of your couch
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.
Check-in when you arrive for your appointment
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.
Order Status Illustrations
The Results
15.6x
increase in conversion compared to the old app
50%
increase in app usage since launch
27%
increase in autopay enrollments
1MM
daily active users and growing
17%
increase in in-app bill payments
25.6%
decrease in calls to customer support since launch