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Summer '24
Verizon
Worked as an intern for the User Experience Design team and contributed to testing the My Verizon App
Background
During my 12-week internship at Verizon, I worked with the Digital Unity team, which specializes in organizing design strategy and scaffolding . Our team was focused on refining information architecture.
What did I do?
I had the opportunity to contribute to a significant brand update that Verizon underwent during my internship. One of my key projects involved conducting Visual Quality Assurance for the My Verizon App. This role included evaluating visual elements to ensure they met the design standards set for the app's user interface.
Note: while I participated in a range of projects across the team, I am only able to share work related to publicly announced designs due to confidentiality agreements.
Projects & Tasks
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Performed thorough testing on the My Verizon App and documented 11 defects
Other projects I worked on but cannot show at this time include:
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Collaborated with three other interns to explore digital strategies for simplifying customer interactions and expanding Verizon's market share in the home internet sector
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Designed internal Verizon websites for different teams, ensuring adherence to the updated branding standards
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Conducted spot tests of various Figma library components, making necessary updates to align with the new branding guidelines
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Updated documentation for the new branding update, ensuring that all designers had access to consistent and accurate information
My Verizon App Testing
Visual Quality Assurance involves a design review of the My Verizon App. All defects and bugs are documented to ensure they can be addressed and resolved.
Why is this important?
Given that over 100 million people use the My Verizon App daily, even minor defects can significantly impact users.
These issues can lead to problems such as
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Accidental purchases
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Difficulties navigating the app
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User Confusion
I uncovered a total of 11 bugs related to navigation bars, of which I am permitted to share the below 8
Bug #1: Extraneous Line
When these screens were loading, there was a little black line that should not have been there.
Bug #4: Incorrect Navigation Bar
Even though you are on the MyAccess tab, it showed that the user was on the shop tab.
Bug #5: Old Logo
Old logo and branding showed up when page was loading.
Bugs #6: Missing Title
Page title was missing, and the left image also was not supposed to have the hamburger menu or the message bubble.
Bug #7: Extraneous Black Line
Thin black line appeared above the footer that shouldn't have been there.
Business Impact
The My Verizon App is utilized by over 100 million users, making it a vital component of Verizon's customer engagement and satisfaction strategy. Even minor defects in the app can lead to significant financial and reputational consequences. Issues such as user frustration and confusion can increase support calls and potentially drive up customer churn, impacting the company’s bottom line.
Our goal was to enhance the app's design and usability, thereby reducing the likelihood of user errors and minimizing the need for support interventions.
The visual quality assurance system we integrated aimed to proactively address potential issues, leading to a smoother and more reliable user experience. This not only helped in reducing user frustration but also in minimizing operational costs associated with defect resolution and customer support.
By improving the app’s performance and reliability, our team’s efforts contributed to maintaining high user satisfaction and supporting Verizon’s commitment to innovative, user-centric design. This initiative not only helped in managing immediate challenges but also positioned the company favorably in a competitive market, showcasing Verizon's dedication to technological excellence and customer care.
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