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Summer '25 - present

Verizon

Worked as a UX Designer for the Digital Unity team, worked on developing direction to shape future app experiences

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Reimagining Verizon’s Mobile Experience Through Unified IA & AI Personalization

At-a-glance

Verizon is one of the largest telecommunications companies in the world, serving millions of customers across mobile, internet, and device ecosystems. In this 8-week discovery sprint, I explored how Verizon’s core consumer apps could evolve into a single, unified experience enhanced by AI personalization. Through research, information architecture exploration, and early concept design, I examined how adaptive, context-aware interactions could support different user needs while reducing complexity across touchpoints.

Industry

IA & AI Personalization 

Role

Research
Conceptualization 
Design

Timeline

8 week sprint

Team

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Jeffrey Powers

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Steven

Bazarian

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Lillian

Lin

Problem breakdown

Explore the architecture of a next-generation app that combines four consumer apps into one, incorporating AI personalization beyond purely agentic functionality.

Overview

In this early discovery project, I explored how Verizon’s core mobile experiences could evolve within a unified app structure.
I: 

  • Conducted literature reviews on how AI-personalization is being used today

  • Mapped potential information architectures

  • Assessed how multiple touchpoints might consolidate into a clearer framework

  • Created early wireframes to visualize foundational flows

 

Using personas and user journeys, I also examined how AI could support different types of users through contextually relevant, adaptive interactions.

This work strengthened my ability to:

  • Conceptualize complex IA

  • Rapidly generate research and concepts within tight sprint cycles

  • Think broadly about emerging human–AI interaction patterns​

Current Experience

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Verizon’s consumer experience is spread across four separate apps, which makes it harder for users to discover features beyond My Verizon and understand where to go for different needs.

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Full case study coming soon. 

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