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My Verizon Wireless — AKQA

The primary goal and business objective was to reduce support-related call volume, by reimagining verizonwireless.com's logged-in experience. I joined AKQA's creative team early in the project, leading with a collaborative design approach, through initial concepting. Building on a foundation of new brand guidelines, component libraries and a design system were established maintaining consistency amongst multiple contributors. We developed a series of UX/design hypotheses, with user research and co-creation sessions shaping the approach into a support-forward and self-serve experience. Largely based on personalization, this approach was centered around surfacing contextual account, billing, usage, and device information through a series of dynamic "live tiles". And, integral to the self-serve element, is a conversational search interface, or simply a guide to take users where they need to go for account management and support. Finally, ensuring enhanced engagement through rewarding progress and achievement.

Project Roles
Creative Director, Designer, UI Designer, UX/IA Designer
Company
AKQA
Skills
Sketch, Creative Direction, Design, Design Pattern Research, Design Strategy, Interaction, Mobile
Media
Interaction Designs, UI Design, UX Designs, Visual Designs, Websites
My Verizon Wireless — AKQA
My Verizon Wireless — AKQA
My Verizon Wireless — AKQA
My Verizon Wireless — AKQA
My Verizon Wireless — AKQA
My Verizon Wireless — AKQA
My Verizon Wireless — AKQA
My Verizon Wireless — AKQA
My Verizon Wireless — AKQA
My Verizon Wireless — AKQA