Verizon One App. Total Control.
Role
Content design, content strategy, technical writing
The work
For Verizon, we aimed to simplify tasks like bill payment and data monitoring to reduce customer service calls and in-store visits. Collaborating with five creative teams, including designers, UX professionals, and product managers, we developed an intuitive mobile app. I contributed across multiple teams, creating copy for the app's interface, content, marketing materials, and features. Additionally, I assisted in developing a concise introductory video for the app and in-store display materials.
Impact
The My Verizon App increased customer satisfaction and became the #5 app in the utility category.
The app’s average rating increased to 4.6 stars out of 5.
We solved 70% of customer inquiries instantly and avoid calls to customer service.
In-app accessory and product sales revenue increased and alleviated the need for additional brick and mortar stores.
7 months after the app’s launch, Verizon’s mobile sales conversion rate rose 15.6x, and overall usage was up over 50%.
Users using Bill Pay went up from 68% to 85%, and 27% more users enrolled in autopay.
The app
App screens
