Meta VR
Unlocking growth with improvements to onboarding for families.
role
Senior Product Designer
Sr. Product Designer
Sr. Product Designer
company
AKQA
year
2018-19
Nearly half of VR users are sharing accounts instead of creating personal profiles. I led the design and strategic planning for a 3-phased initiative to address significant drop off and streamline onboarding for families with cross-device profile management solutions.
Visual design
User research
Interaction design
Presentation design
Prototyping
Design systems
Web
Mobile
Stakeholder management
What we achieved
What we achieved
Bill-related inquiries
32%
decrease
Reduced billing-related customer support volume by 32% within 1 quarter post-launch.
Bill-related inquiries
32%
decrease
Reduced billing-related customer support volume within 1 quarter post-launch.
Bill-related inquiries
32%
decrease
Reduced billing-related customer support volume 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.
Projected annual savings
~14 mil
Projected savings in call center operating costs in 2019 due to decreased bill-related call-ins and improved self-serve support.
Projected annual savings
~14 mil
Projected savings in call center operating costs in 2019 due to decreased bill-related call-ins and improved self-serve support.
Sustainability
Carbon footprint
We reduced Verizon’s carbon footprint by simplifying the previously overwhelming, 10-20 page billing statements down to 1 single page.
Sustainability
Carbon footprint reduction
Reduced Verizon’s carbon footprint by simplifying the previously overwhelming 10+ page billing statements down to 1 page.
Sustainability
Carbon footprint reduction
Reduced Verizon’s carbon footprint by simplifying the previously overwhelming 10+ page billing statements down to 1 page.
What we achieved
32%
32%
decrease
Bill-related inquiries
Bill-related inquiries
Reduced billing-related customer support volume within 1 quarter post-launch.
~14 mil
~14 mil
Projected annual savings
Projected annual savings
Projected savings in call center operating costs in 2019 due to decreased bill-related call-ins and improved self-serve support.
Carbon footprint reduction
Carbon footprint reduction
Sustainability
Sustainability
Reduced Verizon’s carbon footprint by simplifying the previously overwhelming 10+ page billing statements down to 1 page.
Visual design
User research
Interaction design
Presentation design
Prototyping
Design systems
Web
Mobile
Stakeholder management
Visual design
User research
Interaction design
Presentation design
Prototyping
Design systems
Web
Mobile
Stakeholder management
Meta VR
Unlocking growth with improvements to onboarding for families.
role
Senior Product Designer
company
AKQA
year
2018-19
Nearly half of VR users are sharing accounts instead of creating personal profiles. I led the design and strategic planning for a 3-phased initiative to address significant drop off and streamline onboarding for families with cross-device profile management solutions.
Visual design
User research
Interaction design
Presentation design
Prototyping
Design systems
Web
Mobile
Stakeholder management
What we achieved
Bill-related inquiries
32%
decrease
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
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 decreased bill-related call-ins and improved self-serve support.
Carbon footprint reduction
Sustainability
Reduced Verizon’s carbon footprint by simplifying the previously overwhelming 10+ page billing statements down to 1 page.
Visual design
User research
Interaction design
Presentation design
Prototyping
Design systems
Web
Mobile
Stakeholder management
Visual design
User research
Interaction design
Presentation design
Prototyping
Design systems
Web
Mobile
Stakeholder management
Thanks for stopping by!
If you're interested in working together or seeing a deeper dive of my work, I'd love to connect.
Contact
Contact
Thanks for stopping by!
If you're interested in working together or seeing a deeper dive of my work, I'd love to connect.
Contact
Contact