Brad Donnelley | My Verizon App

Verizon • My Verizon App

A personal assistant that unlocks the best of Verizon

How It All Started

Brief: Verizon set out to transform their app into a smarter, more intuitive product—one that gave customers effortless control over their plans, billing, and support.

Objective: The goal was to streamline key tasks like upgrades, billing, and support, making the app faster, clearer, and easier to use. At the same time, we aimed to drive digital revenue, lift satisfaction, and modernize a core customer touchpoint..

Role: As Director of Product Design, I led multiple teams through deep research, visionary concepting, and delivery—partnering with executive clients to shape bold ideas into executable, future-ready solutions.

A Closer Look at the Problem

Verizon is the largest wireless provider in the U.S., but their app hadn’t kept pace with user expectations. People now expect instant access, seamless control, and smart assistance, especially from their mobile products. The original app still reflected a service model rooted in call centers and static account dashboards.

We saw an opportunity to reframe the experience around user behaviors, not company structure, and build a product that felt helpful, immediate, personalized, and easy to navigate.

How We Made It Happen

Given the scale, we built a collaborative, product-focused workflow from the ground up. We held weekly co-creation sessions with Verizon teams, aligned frequently with execs, and worked closely with engineering to keep momentum high and priorities constantly up-to-date.

We also embedded continuous user testing into every stage of the process. From early concept validation to high-fidelity prototypes, we brought real users into the loop to pressure test assumptions, surface pain points, and fine-tune the experience.

The Impact So Far

The redesigned My Verizon app is now a fully self-service, product-led experience. It gives users intuitive tools to manage their accounts, get help, and make purchases—all without leaving the app. Billing is clear. Support is conversational. The control center is personalized and fast. And the shopping journey actually converts.

Since launch, the app has seen record-breaking satisfaction scores, increased digital engagement, and stronger customer loyalty—proof that good product design doesn’t just solve problems, it builds trust.