My Verizon App & My Verizon Online, serving over 140 million customers.

—2018 to 2019

Verizon

 —Disciplines

Product Design, Design Direction, UI Design, User Experience

 —Insights

4th Most Downloaded Utility App 3x in a Row, App Engagement Raised +22%, 27% Lift in Autopay Enrollment, 17% Call Reduction in All Customer Support Inquiries, 140M+ Customers Nationwide

To differentiate themselves once more, Verizon needed to rethink how they engaged their customers. We created a brand new optimized app experience—The My Verizon App. Providing complete self-service through a clean and reductive design with a friendly, conversational & approachable tone. A service & utility app that's simple, reliable, and truly puts the customer first. Taking simple queues and finding roots from classic Swiss design, large bold typography and a reductive color system shows users what’s the most important with the highest visibility.

Inside the My Verizon App, we also created Verizon Up, a premium loyalty rewards program. Users can claim rewards of many different varieties with credits. They can also track their progress, claim Super Tickets — tickets to events that become available when the countdown reaches zero. And hyper-exclusive Dream Tickets, which are only available to the most valued users.

Verizon asked us to reimagine VerizonWireless.com for all signed in customers — empowering them to easily manage and serve all their account needs with the utmost satisfaction. We tackled this monumental brief by creating an intuitive guide that knows exactly what you want, when you want it. Through the use of analytical data, extensive user testing and streamlined UX design and copy, we turned the static digital landscape into a dynamic in-store representative. 

The result: My Verizon Online. To help you, help yourself. Bringing a premium experience which makes account management effortless and personal.

Below is the full experience that includes all features: Smart Search with Intuitive Chat, Live Tiles, and Account Check-up.

I also helped develop an internal Verizon App — Inside Verizon. A 'News App' for Verizon Employees to engage with to be in-the-know. The problem: the Verizon Employee Communications team does not have the best tools and approach to reach, educate and inspire increasingly on-the-go individuals on their mobile devices. The solution: create an “anywhere, anytime” employee engagement experience on mobile that informs, educates and inspires.