+play 1.0

Helping Verizon launch a unified platform for discovering, managing, and paying for third-party subscription services.

Key results

  • Helped launch the first version of +play, facilitating partnerships with over a dozen subscription providers.

  • Contributed to a platform that supported millions in promotional trials and new service activations.

Overview

Business Goals

  • Reduce churn by offering value-adds like exclusive offers and centralized billing.

  • Generate revenue through rev-share on activations and upsells.

  • Reinforce Verizon’s brand as an enabler of premium digital experiences.

User Pain Points

  • Fragmented subscription management across apps and bills.

  • Difficulty remembering subscriptions, offers, or renewal dates.

  • Confusion about where to go for support or cancellations.

Challenge

Verizon lacked a centralized experience to help customers discover, manage, and pay for subscription services like Netflix, Disney+, and Xbox Game Pass.

+play MVP

Three Key Pillars

  • Discover services with search, compare, and personalized offers.

  • Manage subscriptions via one-click cancel, payment tracking, and profile preferences

  • Get More through exclusive trials, loyalty rewards, and Verizon-only bundles. We worked closely with stakeholders to define value propositions, refine user stories, and pressure-test flows.

    We used continuous testing and stakeholder feedback to refine flows, improve usability, and build user trust across every step of the journey.

Key User Flows Designed

We designed +play to support the full subscription lifecycle, from discovery to cancellation. As part of the core UX team, I helped map, wireframe, and refine critical flows across:

  • Discovery and Navigation
    Users could search by partner or category, browse curated offers, and enter from promotions in email, social, or My Verizon cards.

  • Subscription and Activation
    Flows supported standard sign-ups, plan inclusions, one-time offers, and token-based activations. Each included confirmation and next steps to guide users.

  • Account Management
    The dashboard showed active and inactive services, billing history, and plan perks. Users could update billing, switch tiers, or cancel subscriptions.

  • Partner and App Handoff
    Designed transitions from Verizon-managed screens to partner apps using iFrames and deep links. Explored options for single sign-on where possible.

  • Support and Chatbot Integration
    Created conversational entry points to activate offers, answer questions, and guide users without making them dig through menus.

Each of these flows had to work across different service types, billing states, and user scenarios. Clarity and consistency were key to building trust in the experience.