Verizon

Client: Verizon Consumer Group

Role: Sr Experience Designer

Date: 2024 - 2025

Defining complex paths through working with multidisciplinary teams in the relentless pursuit of the best possible user experience.

Project description

For two years as part of the buying team, I worked on multiple business initiatives for different sales flow projects, including Bring Your Own Device, Mobile and Home Projects, Marketing, and Offer initiatives.

Role

→ Define the E2E experience for two digital flows.
→ Document happy path and multiple system use cases across complex environments.
→ Define, test, and launch improvement actions.
→ Build and document new visual components.
→ Document the team's flows and components.
→ Work closely to a global engineering team, achieving visual quality assurance.

Selected work

01. Bring Your Own Device

Project description

As part of the "Next Gen Digital - Bring Your Own Device" initiative, I helped deliver a simplified and consistent experience for over 60,000 monthly users (prospects and existing customers) switching used devices (smartphones, tablets, watches, and more) to Verizon. The improved flow reduced the steps required from 19 to 15 by combining and removing unnecessary steps. I also contributed to integrating the BYOD experience with the new myPlan platform.

Role

Defined end-to-end (E2E) experiences, including use cases, edge cases, and error states, and documented functional flows to ensure clear implementation. 

Spearheaded remote user testing initiatives – from planning and execution to analysis to identify and implement improvements to the user experience. 

Designed and documented components, ensuring seamless handoff to development partners for efficient implementation.

Outcomes

↑ 3,2% Increased conversion rates and reduced customer churn due to streamlined transactions.

↑ 5% Increased closed orders by leveraging existing user data to streamline transactions.

Daily traffic: 12.27K

Through the app, we enable instant activation of the device with eSIM and skip device validation.

Simplified middle funnel interactions for single and multiline transactions.

eSIM activation for eSIM capable devices.

Additionally we create and instructions set for IMEI device validation. Support customer trough this complex step.

02. Documentation

Project description

Documentation of E2E flow and components used in the sales funnel to be shared with multiple stakeholders and designers.

Role

→ Audit, document, and prototype several end-to-end experiences.
→ Audit and document visual components in accordance with the company's design system guidelines.

Skills

Component Design - Ui Design - Documentation

Outcomes

20+ Designers impacted

50+ Components built

Over 20 flows documented

Audit and documentation of 50+ molecules for page construction.

15-page audit and documentation for the construction of sales flows.

System documentation and annotations for each documented page.

03. Marketing & Offer Initiatives

Project description

Co-creation for the launch of seasonal & special offers, and marketing initiatives.

Outcomes

→ Collaborate with the marketing team to integrate offers into sales flows.
→ Design visual elements to communicate the value proposition throughout the flow.