Verizon: My Verizon App
Role: PRoduct Design lead
Verizon is America's largest wireless provider and has helped create a world where every service imaginable is available on demand.
In the connected age, everything is instant. It's an expectation that's left traditional customer service models behind.
AKQA Team: David Clarke (Group Creative Director), Munawar Ahmed (Group UX Director), Ekin Seker McLean (ACD), Khoi Phan (Senior Art Director), Gabe Beck/Rusty Perrett (Senior User Experience), Juan Pacheco (Analytics Supervisor), Amir Aziz (Project Manager).
Intelligent and easy to use, the My Verizon app meets the needs of 100+ million subscribers, providing complete self-service through its intuitive, instantaneous design and conversational interface.
Featuring a simplified bill, personalised control centre, on-demand support and shopping functionality, the new app has achieved record-breaking sales, customer satisfaction and loyalty.
Objective: Re-imaGine Buy+UpgradE
My role was to lead the design and UX of the app's Shop experience by creating a revolutionary purchase flow. Our flows were validated through extensive rounds of design and rigorous user testing. This project was Verizon Wireless' number 1 priority in 2016 - 2017 with the Shop being the focal point of Verizon's new customer experience.
Webby Awards 2017 - Honoree
Within seven months of the app’s launch, Verizon’s mobile sales conversion rate rose 15.6x, and overall usage is up over 50%.
Bill payment within the app increased from 68% to 85% and is buoyed by a 27% lift in autopay enrollment.
The new app gives the network’s 113 million customers more control, with less work, all in the palm of their hand.