Client : Verizon
AKQA : Group Creative Director
Design team : 25 (Creative Directors, Art Directors, Writers, Motion, Experience Designers)
Verizon digital supports a vast set of user profiles with over 150+ million customers across the United States. I’d had the privilege of leading teams to support reshaping, innovating and creating product tools services to support their many needs. We reimagined Verizon.com/support and the result was a smartly built self-serve engine that solved problems fast and efficiently giving control back to the customer. We completely redesigned the entire payments system across Verizon which included building for web, native and physical. We even built a brand new onboarding and membership platform for PrePaid customers making it fast and friendly and fully integrated.
Our challenge was to rethink and modernize several key service and support areas to better meet the evolving needs of our customers. The goal was to design smart, scalable digital infrastructure that puts the customer at the center—with a clear focus on simplicity, transparency, and speed.
As Group Creative Director, I led a large team of 30+ creatives across multiple workstreams. Each initiative was scoped, resourced, and mapped to clear milestones, with a designated DRI and supporting team. We maintained momentum and design quality through daily stand-ups, regular design reviews, and close collaboration across disciplines. Direction was shaped through stakeholder and customer interviews, user data, and continuous A/B testing to ensure every decision was informed and impactful.
Prepaid Reimagined : Built a fully integrated onboarding and membership platform for Prepaid customers, designed to be fast, intuitive, and user-friendly—dramatically improving activation rates and long-term retention.
Payments Ecosystem Redesign : Created a unified payments experience across web, mobile apps, and in-store channels—simplifying transactions and ensuring consistency at every customer touchpoint.
Verizon.com/Support Reinvention
Redesigned Verizon’s support experience into a high-performing, self-serve platform that enables customers to resolve issues quickly and independently—delivering greater control, clarity, and satisfaction.