My Verizon Wireless — AKQA

The primary goal and business objective was to reduce support-related call volume, by reimagining verizonwireless.com's user account 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 UX and 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.