Verizon
Stay safe out there:
Empowering 140M+ customers to take charge of their digital security
B2C
Mobile
Key takeaways
Customer engagement exceeded expectations
Successfully lobbied + expanded design system to include interactive quizzes - a template system that cold be used company -wide
Funding for continuation of the work + expansion was secured due to the MVP success
TL;DR
Creating a single destination in the Verizon app for Digital Security tools + information.
In a nutshell
Verizon's digital security tools and content were underused and fragmented across the organization.
Customers were confused, overwhelmed and didn't know Verizon could help keep them safe. They lacked awareness of their security status, and had a general sense of alarm — that they should be doing something, but didn't know where to begin.
Verizon needed a human-centric way to help customers understand their risks and take action. Our challenge was to create a consolidated security experience in the Verizon mobile app — a destination that would be approachable, engaging, reassuring and actionable, while navigating within Verizon's very rigid brand and design system.
As Capability Lead for Experience Design, I closely partnered with the product owner, working through requirements, shifting priorities, and multiple iterations. I directed a cross-disciplinary (UX, UI, copy) team to create this new Digital Security Dashboard experience, developed a user research strategy, and collaborated with the research team to ground the design process with clear customer insights and feedback.
Through strategic research partnerships, close cross-functional collaboration, and design leadership, we delivered an MVP that exceeded engagement goals, expanded the design system, and unlocked funding for future expansion — all while navigating a slow moving, complex, bureaucratic environment.
Feature highlights
The Digital Security Dashboard gives customers a clear, approachable, and centralized view of how at risk they are, empowering them to understand, manage, and act on security insights in real time.
Key takeaways
Customer engagement exceeded expectations
Successfully lobbied + expanded design system to include interactive quizzes - a template system that cold be used company -wide
Funding for continuation of the work + expansion was secured due to the MVP success
Key takeaways
Strategic leadership matters in large enterprises — communicating a clear vision, while staying flexible, helped navigate bureaucracy and keep teams aligned.
Partnership is powerful — building trusted relationships with stakeholders, while leveraging Verizon’s internal research capabilities, infused design with customer insights, building credibility.
Research based advocacy can shift even the most rigid systems — leveraging precedent from across the company allowed us to frame design decisions that enhanced the brand, and unlocked organizational buy-in.
My role + team
UX Design
3
UI Design
2
Copywriter
1
Product
2
As Capability Lead, Experience Design, I led UX strategy, provided design direction for a cross-functional team, and co-designed key features. My core responsibilities included:
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Driving customer research efforts throughout all stages, from early discovery, through concept validation and usability testing
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Directing the design team, by providing guidance + oversight to UX Designers, UI Designers, and Copywriters
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Partnering closely with product owners and key stakeholders to explore, discover, ideate, + design the end-to-end customer experience
Design -3, Product-2, Tech-3
I directed the team to conduct visual + content audits across the company. We identified precedents outside of the design system for illustrations, color, and motion, and uncovered a wealth of approved security content.
Successfully lobbied to push the boundries while keeping the spirit of the brand. / able to make a strong case for a distinct look for security content that
Understanding the brand: Building a case for distinction
Key insight
Customers were overwhelmed; they didn't know what they didn't know, they wanted help but had no idea where to start, or what Verizon could offer them.
RESEARCH + INSIGHTS
Understanding customers
I partnered with Verizon's customer research team to conduct customer interviews.
I provided test plans, discussion guides and materials, while the research team handled recruitment, moderation and analysis.
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Key moments: The Digital Security Dashboard
Making digital security feel accessible, actionable + reassuring
Consolidated tools + education in one experience
A clear + prominent security score
Personalized, approachable + actionable next steps
Elevated + expanded the strict brand design system
Bringing the Dashboard to life / Design iteration / Aligning with Stakeholdrers + Validating with customers / designing for engagement
Key insight
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DEFINE + DESIGN
Concept development
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Validated early concepts with customers / bringing customers in early + often
I provided test plans, discussion guides and materials, while the research team handled recruitment, moderation and analysis.
THE CHALLENGE
Verizon's digital security tools + supporting content were fragmented across the organization and underused.
Customers didn't know help was available, lacked awareness of their security status, felt confused and overwhelmed by what they did know, and had a general sense of alarm.
Verizon needed a user-centric way to help customers understand their risks and take action.
THE ASK
How can we provide an unified experience that makes customers digital security feel accessible, actionable + reassuring?
THE IMPACT
Key takeaways for the Digital Security Dashboard, MVP
Strategy, design leadership, and client trust turned a fragmented set of tools into a cohesive, scalable platform — and set the stage for Verizon’s next generation of digital security.
Strategic leadership matters in large enterprises — clear frameworks and vision helped navigate bureaucracy and keep teams aligned.
Partnership is powerful — leveraging Verizon’s internal research capabilities accelerated insights and built credibility.
Advocacy can shift systems — framing design decisions as scalable solutions unlocked brand flexibility and organizational buy-in.
Exceeded
Engagement Goals
Despite limited promotion and buried entry points, customers consistently discovered and repeatedly visited the dashboard.
Established Scalable + Resusable
education / quiz format templates
Delivered resusable content systems, now leveraged across business units
Quizzes became top-performing feature, proving customer appetite for approachable security education, repeated visits
Secured funding
to further expand + evolve
Secured funding for next-gen Unified Security Management platform serving all Verizon customers
THE APPROACH
Bringing the Digital Security Dashboard (MVP) to life
Making digital security feel accessible, actionable + reassuring
Consolidated tools + education in one experience
Consolidated tools + education in one experience
A clear + prominent security score
Personalized, approachable + actionable next steps
Elevated + expanded the strict brand design system
Research + Insights
Understanding customers
LOREM IPUSM SIT AMET lacked awareness of their security status, felt confused and overwhelmed by what information was available, and had a general sense of alarm. Verizon needed a unified, user-centric way to help customers understand their risks and take action.
Research + Insights
Understanding the brand
LOREM IPUSM SIT AMET lacked awareness of their security status, felt confused and overwhelmed by what information was available, and had a general sense of alarm. Verizon needed a unified, user-centric way to help customers understand their risks and take action.
Define + Design
Design to XYZ
LOREM IPUSM SIT AMET lacked awareness of their security status, felt confused and overwhelmed by what information was available, and had a general sense of alarm. Verizon needed a unified, user-centric way to help customers understand their risks and take action.
Define + Design
Design to XYZ
LOREM IPUSM SIT AMET lacked awareness of their security status, felt confused and overwhelmed by what information was available, and had a general sense of alarm. Verizon needed a unified, user-centric way to help customers understand their risks and take action.