My Verizon Prepaid

Opportunity

Give prepaid customers the ability to manage their account through the My Verizon App to provide a consistent, premium experience for all types of Verizon customers. At the time, the app was exclusively for postpaid customers.

UX Challenge

I worked on creating a personalized status update for each type of user, depending on where they are in their cycle, and how much money they have in their balance.

The biggest challenge was going beyond the happy path status, as there are many different statuses overseen by different teams.

After reviewing requirements and conducting several in-person interviews with the Prepaid team and their corresponding IT teams, I gathered together every type of status, and designed a corresponding screen state.

The goal was to ensure every user knew their account status instantly - with no guesswork or math involved.

Accounts nearing their renewal date would see red CTAs and a red balance to call out an upcoming payment needed to keep their account running smoothly.

Below, you can see 8 of the 22 states that are live in the app.

Additional UX Tasks

– Upfront brand + user research

– Stakeholder interviews

– Competitive analyses

–Contextual inquiry

– Wireframing

– IT + stakeholder feedback

– User Testing

– Iterations

Team

UX Mor Weizman  |   Design Kinney Sheth   |    Project Manager Amir Aziz  |   UX Director Munawar Ahmed

Over 100 + stakeholders