Verizon Billing & Payments
Reducing bill-related call-ins and call center costs with a smarter, simpler bill.
2018 - 19
Senior Product Designer @ AKQA
Empowered Verizon customers around the world to easily understand and pay their bills on time with a data-driven, intuitive, environmentally friendly billing experience. Led design of the Billing and Payments for the global My Verizon re-design across web and in-app.
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.
