Verizon Family

Our overarching initiative was to unify five disconnected apps into a single, cohesive platform to improve customer experience and strengthen business impact.

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%

Overview

Challenges

I focused on maintaining momentum and guiding the team in introducing new features and addressing standing customer experience challenges. As Design Lead across all squads, I was responsible for steering design efforts while the team worked to address:

  • Fragmented products and inconsistent experiences

  • Poor feedback and rising user churn

  • Persistent CX issues that caused confusion

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 keeping broader Verizon initiatives in view to ensure our work contributed to a unified experience, 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.

Safe Walk and SOS

Designing a real-time safety feature

We worked closely with stakeholders, researching competitors and refining user stories. Our team wireframed flows, designed high-fidelity screens, and improved the experience through ongoing feedback and iteration to deliver a clear and reliable safety feature.