My Verizon & Fios App Consolidation
Led migration design efforts for the sunsetting of the My Fios App with 14M users. Redesigned over 400 screens to ensure brand continuity and delivered an optimized UX across critical areas of billing, payment, account and internet management for three distinct customer personas.
In 2020, I began transitioning the My Fios App screens into the current My Verizon App brand guidelines. Redesigning over 400 screens, I prepared the entire app to be lifted and shifted into the My Verizon App to create one combined application for the services.
During this time, the My Verizon App has also gone through a rebrand. I have been responsible for rebranding many sections of the application including the Fios Internet management and home network protection screens.
My Role
As the product designer, I was the sole UX designer on this product from ideation of the initial concept to the shipped product. I worked directly with the product owner, the developers and QA partners to design, test and ship this new product.
Impact
88% active users migrated from the Fios app to the My Verizon app
Over 400 screens were redesigned, tested and live in the app
Objectives
-
App migration
Migrate all Fios App experiences into existing My Verizon App
-
Brand standards
Update the brand styles in all customer journeys to match current guidelines & optimize where see fit
-
Retire Fios app
Move all existing Fios app users to the My Verizon app
Process
Over the course of 2020 & 2021, I worked to map the existing Fios app screens into the My Verizon style guidelines using our brand components. Working in sections of the app, we reskinned all of the screens, brought them through legal and brand approval to be migrated into the mobile app. During the process, if experiences needed to be optimized I provided suggestions and mock ups to improve the customer experience. Sections were added 1 by 1 until all of the content from the Fios app had been fully moved.
From there came the sunsetting strategy. The team used a combination of push notifications, email alerts and notifications to ensure the 14M users were aware of the app’s sunsetting.