My Verizon Online Transformation
A personal assistant that unlocks the best of Verizon
In June 2018, Verizon launched the transformation of My Verizon, the online hub for its post-paid customers. Each page is designed to dynamically update throughout the month with personalized and contextualized messaging that reflects the user’s account status.
Insight
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.
The challenge
Over 150k customers call in each month, costing Verizon close to $23 million each year.
To dramatically reduce their monthly customer calls, we built a reimagined responsive site that serves as an intuitive personal guide to provide the customer the solutions they need, when they need them.
Look and feel
With plenty of white space and minimal use of color and imagery, the large headlines stand out—making it easy for our customers to find what they need, without any of the distraction.
Transformational at its core (experience, design and strategic)
Scaleable design systems
Data-driven approach with data architecture evolution
Results
Mobile sales conversion rate rose 15.6x
Overall usage up over 50%
Bill payment within the app increased from 68% to 85%
Autopay enrollment raised by 27%
