Challenge

AKQA partnered with Verizon to develop the My Verizon mobile app (iOS & Android) to 80+ Million users. The app allows Verizon's customers to check data usage, purchase a new device, and manage / upgrade their wireless plan.

My Role

As a freelance Senior UX Designer, my engagement with this project lasted only a few months, but gave me exposure to working on a large, highly-coordinated, and hyper-talented design team working on extremely tight schedules. Our team of approximately 40 individuals—UI designers, UX designers, PMs, Data Analysts, Copywriters, etc—were responsible for the design of the full My Verizon App. We worked in weekly design sprints with daily (!) design reviews, and paired closely with our client and developers.

Within that framework, I worked with one PM and one UI designer to design and deliver the critical mobile plan upgrade and account flow. In this section of the app, Verizon users can manage their account and manage their wireless plan. Part of this challenge was delivering on one of Verizon’s top strategic initiatives for 2017: unrolling an Unlimited Plan to keep pace with AT&T, T-Mobile, and Sprint. I led our team through weekly design sprint cycles to deliver this delicate and top-secret rollout in just weeks. This plan required custom integration into the existing upgrade flow. Furthermore, key restrictions on plan incentives had to be handled with appropriate care.

Results

The Verizon Unlimited Plan launched in March 2017 and was an immediate success. Plan upgrades via the My Verizon app spiked, and integrated seamlessly across web and in-store channels. AKQA continues to enjoy an excellent relationship with Verizon, buoyed by the success of the My Verizon app; overall mobile sales conversion rate have risen by 15.6X. Enrollments in Autopay, another component of the plan upgrade flow, rose 27%. As of 2018, the My Verizon app supported over 1 million daily active users.