Verizon Wireless - Device Protection Initiative
Due to confidentiality agreements, I'm unable to share specific design work or detailed project information publicly. Please feel free to reach out if you'd like to learn more about my process and approach!
Summary
At Verizon, I led the design strategy for implementing a device protection program across the digital phone activation experience for one of their wireless brands. This cross-functional initiative aimed to increase accessory revenue while maintaining a seamless customer experience across 8 distinct activation scenarios.
Role and Approach
As the lead designer for the onboarding experience on this project, I collaborated with multiple design teams (Shopping, Account Management), Legal, and development partners to ensure consistency across all customer touchpoints. I was responsible for end-to-end UX strategy and execution, from discovery through implementation and quality assurance.
My process included mapping comprehensive user flows for each activation scenario and determining optimal placement within the customer journey to minimize friction. Working closely with copywriters, I refined messaging and choice architecture by advocating for descriptive radio button labels over simple yes/no options, improving clarity and decision-making.
My Design Process
I presented designs to the Director of Design and cross-functional teams, incorporated feedback from Legal, Shopping, and Account Management, and partnered with developers on visual QA across desktop and mobile.
Impact
The protection plan implementation exceeded business goals with significant customer adoption, validating that strategic placement and clear communication could drive conversions without disrupting the core activation experience. This initiative demonstrated the value of cross-functional collaboration and iterative design in delivering complex, multi-touchpoint experiences at scale.
Conclusion
This project taught me that complex design challenges really need strong cross-functional partnership. Working closely with Legal, Shopping, and Account Management teams was key to creating a consistent experience across the entire journey. It reinforced that getting the timing and placement right can make all the difference in balancing business goals with user needs.