Verizon
Billing & Payments
Redesigning a mission-driven banking platform to close the gap between sustainable values and usable product.
role
Senior Product Designer
Sr. Product Designer
Sr. Product Designer
company
AKQA
year
2018-19
Digital banking platform with equity and sustainability focus A digital bank that enables users to be “owners” with equitable Good Shares as rewards. The company dedicated 50% of profits to environmental initiatives and was founded by Gunnar Lovelace in 2018. Despite strong mission alignment and market interest, the platform had a confusing customer “ownership” equity model, abstract sustainability promises, and a difficult path to monetize. In 2025, after thinking about the company mission for some time, I decided to redesign the app end to end to improve the business model, incentives, and a user experience that enabled user's to truly feel like they were making an impact. The question How might we...make the impact of user’s sustainable financial choices feel real and tangible? How do we demonstrate immediate, differentiating value that keeps users engaged while optimizing for monetization?
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
Redesigning a mission-driven banking platform to close the gap between sustainable values and usable product.
role
Senior Product Designer
company
AKQA
year
2018-19
Digital banking platform with equity and sustainability focus A digital bank that enables users to be “owners” with equitable Good Shares as rewards. The company dedicated 50% of profits to environmental initiatives and was founded by Gunnar Lovelace in 2018. Despite strong mission alignment and market interest, the platform had a confusing customer “ownership” equity model, abstract sustainability promises, and a difficult path to monetize. In 2025, after thinking about the company mission for some time, I decided to redesign the app end to end to improve the business model, incentives, and a user experience that enabled user's to truly feel like they were making an impact. The question How might we...make the impact of user’s sustainable financial choices feel real and tangible? How do we demonstrate immediate, differentiating value that keeps users engaged while optimizing for monetization?
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