Verizon Family: Integrating Teams and Features
I led key initiatives for Verizon Family, introducing new features, defining app roles, and supporting the current platform to lay the groundwork for a unified family 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%
Verizon Family brought together multiple products aimed at helping families stay connected and protected. But behind the scenes, the teams, roadmaps, and features were disconnected. I was brought in to lead design across squads and build a more unified, scalable experience that could support new features while solving long-standing user pain points.
Verizon Family brought together multiple products aimed at helping families stay connected and protected. But behind the scenes, the teams, roadmaps, and features were disconnected. I was brought in to lead design across squads and build a more unified, scalable experience that could support new features while solving long-standing user pain points.
Challenges
I guided the team in introducing new features and addressing customer experience challenges. As Design Lead across all squads, I was responsible for steering design efforts while we worked to address:
Fragmented products and inconsistent experiences
Poor feedback and rising user churn
Persistent CX issues that caused confusion
Strategic Management
I managed alignment across CX, Product, and Engineering while helping design teams navigate shifting priorities. Beyond our team’s tracking in Jira, I also introduced a visual sprint timeline to improve cross-team visibility and ensure smooth handoffs.
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.
