Verizon
Billing & Payments
Reducing bill-related call-ins and call center costs with a smarter, simpler bill.
role
Senior Product Designer
Sr. Product Designer
Sr. Product Designer
company
AKQA
year
2018-19
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.
Visual design
User research
Interaction design
Presentation design
Prototyping
Design systems
Web
Mobile
Stakeholder management
What we achieved
What we achieved
What we achieved
32%
32%
32%
Decrease in bill inquiries
Reduced billing-related customer support volume within 1 quarter post-launch.
~14 mil
~14 mil
~14 mil
Projected annual savings
Projected savings in call center operating costs in 2019 due to improved self-serve support.
90%
90%
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
Web
Mobile
Mobile
Stakeholder management
Stakeholder management
Visual design
User research
Interaction design
Presentation design
Prototyping
Design systems
Web
Mobile
Stakeholder management
Verizon
Billing & Payments
Reducing bill-related call-ins and call center costs with a smarter, simpler bill.
role
Senior Product Designer
company
AKQA
year
2018-19
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.
Visual design
User research
Interaction design
Presentation design
Prototyping
Design systems
Web
Mobile
Stakeholder management
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
Visual design
User research
Interaction design
Presentation design
Prototyping
Design systems
Web
Mobile
Stakeholder management
