Verizon
Verizon needed a new design system to unify the brand across their various products, from Fios to MyVerizon, verizonwireless.com, B2B sites and more. I led a team of 12 product designers, content strategists and creative technologists to map out the steps to create this first-ever unified system. Within the first several months of engagement, our new systems for both web and app exceeded business expectations in key metrics for customer satisfaction and service center call-in rate.
Our focus
My team’s primary focus were three key areas within the native app and web experiences:
Design a simplified path through the shopping journey
Make the customer’s billing experience easier to understand
Design for the customer’s support needs
Better ways to find what you need
Before my team got to work, searching for products or services wasn’t an was easy task. The user experience didn’t connect content to relevant search queries effectively, nor display them in user friendly ways. The site design needed to elevate brands while also providing the best possible functionality. We spoke to customers to learn about their pain points, and then tested multiple variations of designs that addressed these issues. Our designs exposed new content catalogs to allow for ease of browsing within the site/app.
Simpler ways to buy, pay your bill and get help
Our new design system simplified the user experience, and new functionality allowed customers to engage and purchase more quickly.
We designed personalization strategies into the experience, connecting contextually relevant content to the customers’ interests. We created connections from campaign to final sale by systematizing the brand experience through to the final purchase flow. Customers could romanticize the product in the online/app experience as much as they did in store or in advertisements.
We revitalized the chatbot design and functionality to be more robust. Including dynamic customer billing data and purchasing functionality allowed users to complete transactions without having to call into service centers. These designs reduced costs to the business and wait time for customers — a win/win!