Verizon
Billing & Payments
Turning an AI health tech prototype for coronary diagnosis into a scalable product that expanded to 30+ markets.
role
Senior Product Designer
Sr. Product Designer
Sr. Product Designer
company
AKQA
year
2018-19
Artrya built AI that helps cardiologists detect, visualize, and interpret cardiac disease from CT scans in minutes, replacing workflows that used to require invasive procedures. The technology was real, but the product wasn’t ready. When they brought it to us, the prototype was clunky, hard to navigate, and impossible to sell. I led the redesign of the product experience and brand identity, working directly with cardiologists to understand their clinical workflow and translating those insights into a product that could scale globally.
Visual design
User research
Interaction design
Presentation design
Prototyping
Prototyping
Design systems
Design systems
Visual design
User research
Interaction design
Presentation design
Prototyping
Design systems
What we achieved
What we achieved
What we achieved
32%
Decrease in bill inquiries
Reduced billing-related customer support volume within 1 quarter post-launch.
32%
Decrease in bill inquiries
Reduced billing-related customer support volume within 1 quarter post-launch.
32%
Decrease in bill inquiries
Reduced billing-related customer support volume within 1 quarter post-launch.
~14 mil
Projected annual savings
Projected savings in call center operating costs in 2019 due to improved self-serve support.
~14 mil
Projected annual savings
Projected savings in call center operating costs in 2019 due to improved self-serve support.
~14 mil
Projected annual savings
Projected savings in call center operating costs in 2019 due to improved self-serve support.
90%
Reduction in bill length
Reduced Verizon’s carbon footprint by simplifying the prior 10+ page billing statements down to 1 page.
90%
Reduction in bill length
Reduced Verizon’s carbon footprint by simplifying the prior 10+ page billing statements down to 1 page.
90%
Reduction in bill length
Reduced Verizon’s carbon footprint by simplifying the prior 10+ page billing statements down to 1 page.
Bill-related inquiries
32%
Reduced billing-related customer support volume by 32% within 1 quarter post-launch.
Projected annual savings
~4 mil
Verizon projected that over the next year (2019), they'd save approx. 4 million on call center operations.
Sustainability
Carbon footprint
We reduced Verizon’s carbon footprint by simplifying the previously overwhelming, 10-20 page billing statements down to 1 single page.
What we achieved
32%
32%
Decrease in bill-related inquiries
Decrease in bill inquiries
Reduced billing-related customer support volume within 1 quarter post-launch.
~14 mil
~14 mil
Projected annual savings
Projected savings in call center operating costs in 2019 due to improved self-serve support.
90%
90%
Reduction in bill length
Reduction in bill length
Reduced Verizon’s carbon footprint by simplifying the prior 10+ page billing statements down to 1 page.
Visual design
Visual design
User research
User research
Interaction design
Interaction design
Presentation design
Presentation design
Prototyping
Prototyping
Design systems
Design systems
Web
Mobile
Stakeholder management
Verizon
Billing & Payments
Turning an AI health tech prototype for coronary diagnosis into a scalable product that expanded to 30+ markets.
role
Senior Product Designer
company
AKQA
year
2018-19
Artrya built AI that helps cardiologists detect, visualize, and interpret cardiac disease from CT scans in minutes, replacing workflows that used to require invasive procedures. The technology was real, but the product wasn’t ready. When they brought it to us, the prototype was clunky, hard to navigate, and impossible to sell. I led the redesign of the product experience and brand identity, working directly with cardiologists to understand their clinical workflow and translating those insights into a product that could scale globally.
Visual design
User research
Interaction design
Presentation design
Prototyping
Design systems
Visual design
User research
Interaction design
Presentation design
Prototyping
Design systems
What we achieved
32%
Decrease in bill inquiries
Reduced billing-related customer support volume within 1 quarter post-launch.
~14 mil
Projected annual savings
Projected savings in call center operating costs in 2019 due to improved self-serve support.
90%
Reduction in bill length
Reduced Verizon’s carbon footprint by simplifying the prior 10+ page billing statements down to 1 page.
Bill-related inquiries
32%
Reduced billing-related customer support volume by 32% within 1 quarter post-launch.
Projected annual savings
~4 mil
Verizon projected that over the next year (2019), they'd save approx. 4 million on call center operations.
Sustainability
Carbon footprint
We reduced Verizon’s carbon footprint by simplifying the previously overwhelming, 10-20 page billing statements down to 1 single page.
What we achieved
32%
Decrease in bill-related inquiries
Reduced billing-related customer support volume within 1 quarter post-launch.
~14 mil
Projected annual savings
Projected savings in call center operating costs in 2019 due to improved self-serve support.
90%
Reduction in bill length
Reduced Verizon’s carbon footprint by simplifying the prior 10+ page billing statements down to 1 page.
Visual design
User research
Interaction design
Presentation design
Prototyping
Design systems
Web
Mobile
Stakeholder management