Transforming the dotcom experience for a telecommunications company
Verizon, one of the largest telecom companies in the world, partnered with AKQA New York to transform the signed-in experience for both their mobile app and their dotcom experience. The cornerstone of this transformation was based on the introduction of new Unlimited plans, switching from the model of legacy, account-based plans to the new line level plans.
MY ROLE SENIOR UX DESIGNER | UX LEAD
Project Details
Transform the logged-in experience for the service portion of verizonwireless.com.
Senior UX Designer Plan Overview (Unlimited Plans), Billing (Unlimited Plans), My Offers, Total Mobile Protection, Change Plan
UX Lead Oversaw two teams that were responsible for two tracks of works. One team was focused on net new features to continue to expand and innovate the online experience for the Verizon customer, while the other team was focused on design support for the Verizon stakeholders and developers.
My Verizon Online Plan Overview + Billing
Because of the new plans being offered, we had to understand what the scenarios were for the customer who was changing from a legacy plan to the new line level plans, specifically for Plan Overview and Billing. Through implementing user testing and working closely with key stakeholders on the Verizon team, the team was able to define the business requirements and understand the complexity around these use cases to solve for all variant states: First 30 Days, Flux, First Bill, Bill Ready, Hybrid, and Transitional.
Cross Platform Collaboration + Design Support
Aligning with the My Verizon App team, lead the UX and design of the redesign of the My Orders flows on the website as well as the return flow for single and multi-item returns. Additionally, worked with internal Verizon teams to optimize and deliver redesigns across the My Verizon Online signed-in service experience.
>> SUPPORT PAGES CONSOLIDATED TEMPLATES
The Support pages on Verizonwireless.com serve as an important part of the website that allows the user to be self-service, one of the main goals of the overall transformation. Not only did the team have to solve for the user, we also had to take into account the author of these pages who had to input content within an Adobe Experience Manager CMS. Collaborating with the internal Verizon product owners, we were able to help build out a Template framework for the authors, to allow for consistency on the front-end.
sample support pages & interaction protoypes
Strategy Brie Cochran, Strategist
Creative Team Gideon Cheok, Associate Creative Director; Carlo Clerici, Senior Designer; Anika George, Designer; Tesja Bonnie, Copywriter; Clare Anderson, Senior Copywriter; Mahdis Mousavi, Designer; Sherry Eastbrook, Senior UX Designer; Shaun Cronin, Designer; Abby Kalen, Designer
Client Services Amanda McCarthy, Account Director
Project Management Olivia Gericke, Project Manager, Will Elfast, Program Manager, Matt Autton, Senior Program Manager, Christian Knoch, Project Manager, Christine Barowsky, Senior Producer
