UX Designer II

Verizon's mobile app served millions of customers managing wireless accounts, billing, plan changes, and device purchases. The complexity of telecom services—promotional offers, line management, accessory purchases, chat support, and billing—created friction points that confused users and reduced conversion rates.

The design team needed to streamline these experiences while maintaining consistency across the Verizon Design System. With tight deadlines, evolving requirements, and the need to align product, engineering, and business teams, the challenge was to deliver high-quality UX improvements at enterprise scale.

As UX Designer II, I contributed to both the Verizon Design System and the Verizon Mobile App, focusing on customer-facing features and interface architecture. I led UX and structural design for promotional flows, line and accessory addition experiences, and overall app navigation improvements.

I also worked on optimizing chat and billing experiences, conducting user testing at scale, and presenting design concepts to upper management. My work involved managing multiple high-priority projects simultaneously, often with minimal initial requirements, and ensuring alignment across product, engineering, and business stakeholders.

• Promotional Flow DesignLed UX for new promotional experiences that drove user engagement and conversion
• Line & Accessory AdditionImproved end-to-end workflows for adding lines and purchasing accessories
• Mobile App NavigationEnhanced overall navigation architecture to improve discoverability and user flows
• Chat Experience OptimizationStreamlined chat support interfaces for faster, clearer customer interactions
• Billing ExperienceSimplified billing workflows to improve clarity and reduce support inquiries

This role taught me how to effectively manage multiple high-priority projects simultaneously while meeting tight deadlines. I learned to work with minimal initial requirements, iterate quickly, and adapt to changing business needs without sacrificing design quality.

I gained valuable experience maintaining and scaling enterprise-level design systems, ensuring consistency across hundreds of screens and features. I became proficient in deploying and QA'ing UX designs in fast-paced, production environments.

I also deepened my skills in conducting user testing at scale and learned how to present design concepts and insights to upper management. This experience taught me how to ensure alignment across product, engineering, and business teams—balancing user needs with business goals and technical constraints.