My Verizon

For the over 100 million Verizon subscribers, managing their wireless account wasn't easy. Customers were angry about the outdated online member platform and long hold times over the phone.

Millennial customers have a do-it-yourself mindset and expected to make account changes on their own. They would rather learn how to fix their own issue than talk to sales or support team members.

This was a business transformation journey to truly personalize the signed-in customer experience. Verizon members were given a new, unified omni-channel experience that incorporated learnings from desk research, call center interviews, the My Verizon App redesign, and a customer co-creation workshop held in New York. Unlimited data brought new challenges in how familes paid their bills. The team restructured the billing taxonomy to be more understandable and to reduce common questions. For plans with multiple lines, all charges are now organized by family member in print, app, and online.

“A personal guide that provides the solutions you need, when you need them.”