Verizon
Client: Verizon Consumer Group
Role: Sr Experience Designer
Date: 2023 - 2026
01. Bring Your Own Device
We helped customer switch used devices to Verizon. The improved flow reduced the steps required from 19 to 15 by reducing friction, and removing unnecessary steps.
Role
→ Defined end-to-end (E2E) experiences, including use cases, edge cases, error states, and documented functional flows to ensure clear implementation.
→ Spearheaded remote user testing initiatives – from planning and execution in order to identify, and reduce friction across the user experience.
→ Designed and documented DS components, ensuring seamless handoff to development partners for efficient implementation.
Data Drive Design
I applied a data-driven design methodology (A/B testing) to identify friction points and reduce friction; we implemented a set of informational elements to help customers verify their devices using the IMEI number. As a result, we achieved a 3.2% increase in the conversion rate.
02. Design Team Documenation
Documentation of E2E flow and components used in the sales funnel to be shared with multiple stakeholders and designers.
→ Audit, document, and prototype several end-to-end experiences.
→ Build and document visual components in accordance with the company's design system guidelines adn team' requirements.
03. Marketing & Offer Initiatives
Project description
Collaboration on the launch of seasonal and special offers, as well as marketing initiatives that required an enrollment process.
Outcomes
→ Collaborate with marketing and multiple design teams to integrate offers into sales flows.
→ Design consistent visual elements to communicate the value proposition throughout the flow.
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
04. User Enrollment
Project description
Design and integrate the enrollment experience into projects involving different systems, use cases, and multiple teams and stakeholders.
Outcomes
→ Led the design of the onboarding experience.
→ Identify and eliminate unnecessary actions or steps.
