My Verizon
Verizon Fios Account
My Verizon is the online account and service management experience for Fios and HSI customers. Customers can register their account, manage their services, payments and plans as well as troubleshoot any issues and chat live agents.
Due to the outdated an inconsistent current web experience my team first did an audit and compiled together a site map of the pages that needed to be updated in the holistic authenticated experience.
Partnership and building relationships with different business units was a big part of the project. We needed to make sure we understood all of the existing problems and were aware of all business requirements, technical requirements and technical limitations before we iterated too far on the experience.
System documentation became a very useful tool to help understand and communicate how the experience works and what all the rules, use cases and flows could be agnostic of the interface. These systems could then be applied to the web, app, TV interface, chat and voice.
One of the main priorities to scale design consistency and efficiency was to create a working toolkit based on the most recent commerce production work. This toolkit went on to become the basis for the current Fios Design System.
During the design phase of this project, the technical lead was working on building a library based on our styles, toolkit and components. The focus was to modernize the tech stack and not have front end dependendencies on other systems. This work increased scale and efficiency and has allowed the team to accelerate even faster on all projects.
The redesign is currently launching to production in phases based on business need and is showing immediate benefits back to the business.
My Role: Account Design Lead, Design Direction, Interaction Designer, Visual Designer
Vinnie Fasciani: Business Lead
Prem Chandramohan: Development Lead
Bill Chen: Fios Design Commerce Tool kit
Sean Joseph: Interaction Designer
Melissa Klark: Interaction Designer
