Verizon Family: Integrating Teams & Features
I led key initiatives for Verizon Family, introducing new features and improving the platform to lay the groundwork for a unified experience.
Key results
30K new users within months of launch
App store rating increased to 4.8 (up 1 full point)
Net Promoter Score rose by 172.46%
An introduction to Verizon Family, bringing location sharing, safety features, and parental controls together to help keep families connected and protected.
Challenges and opportunities
As the architecture of the Family app was being reconfigured to integrate features from multiple legacy products, our team operated in a dynamic and rapidly evolving environment. We were part of a growing team, working closely alongside product managers, project managers, and a diverse group of stakeholders across multiple initiatives.
We remained in active communication with parallel teams advancing broader brand-wide efforts, ensuring alignment across systems and experiences.
While scoping the unified experience, I collaborated directly with product leads to help prioritize features based on user needs and business goals. I also played a key role in translating business requirements into clear user stories and design requirements to guide the work forward.
Planning and alignment
I led the development of onboarding documentation and workflow standards to help new teammates ramp up quickly. I also helped standardize processes like the pre-production design workflow, which provided clarity, helped the team anticipate next steps, and defined review stages to keep work moving forward.
Strategic management
In addition to supporting alignment across CX, Product, and Engineering, I helped the squads navigate shifting priorities by introducing visual sprint timelines to improve cross-team visibility and ensure smoother handoffs.
Outcome
Our efforts to improve usability and introduce new features helped drive key results. This included 30K new users within months of launch, a full-point boost in App Store ratings, and a 172% increase in Net Promoter Score.
Login and Feature Eligibility
Clarified roles and permissions: Mapped account types to app behavior so parents, children, and dependents only saw features relevant to them.
Built smart eligibility checks: The app auto-verified login status, subscription type, and service limits before showing gated features like Roadside Assistance.
Eliminated confusion and dead ends: We accounted for edge cases and designed fallback paths to guide users with missing info or unexpected entry points.
Integrated Safety Features
Designed a real-time safety companion: Designed the end-to-end experience for a feature that lets kids share their live location, adding peace of mind and proactive safety.
Integrated Roadside Assistance: Migrated the Roadside Assistance feature, preserving core dispatch functionality while improving reliability, entry points, and fallback messaging.
Mapped end-to-end journeys: Created detailed flows from session start to finish, ensuring each state was clearly communicated and easy to follow for both parties.
Parental Controls and Improvements
Enhanced parental control options: Updated flows to guide parents through blocking and unblocking apps, as well as setting up features that restrict access to inappropriate content.
Refined saved location workflows: Simplified how parents create and manage saved locations, with clearer guidance on which child each location is for and how it connects to alerts.
Improved map experience: Evaluated mapping patterns and recommended updates using Mapbox to help parents interpret real-time location data more clearly.