Verizon
Enhancing the Bring Your Own Device Experience
Platform
Web
Role
Experience Designer
Duration
January - July 2026
Overview
I redesigned Verizon’s high-friction BYOD activation flow, increasing conversion by up to 26%.
Key friction
As pSIM-only devices declined, we consolidated the experience and directed all customers to the eSIM-only experience.
That simplification introduced risk: finding and manually entering an IMEI was a known churn point.
Goal
Reduce customer effort and prevent drop-off during IMEI entry.
Iteration #1: Quick Assist and vzGPT
With my product partner, I explored Quick Assist: contextual prompts powered by vzGPT—Verizon’s integrated AI assistant.
Selecting a prompt opened vzGPT in a modal, giving customers immediate, in-context support.
I translated the concept into production-ready Figma designs, aligning the experience with Verizon’s design system.
The pattern was later adopted across other high-friction moments, including cart and number transfer.
Expediting the IMEI entry process
Instead of asking customers to hunt through device settings and manually type in all 15 digits, we let them upload an IMEI screenshot to vzGPT.
The assistant extracted the value, which customers could paste directly into the IMEI field.
The modal reduced entry effort, but it still interrupted the mobile journey—where most customers completed BYOD.
With launch one week away, we shipped the initial design and scoped further refinement for after handoff.
The results
For new customers, we saw a 6% conversion lift with Quick Assist.
For existing customers, we saw a 26% conversion lift with Quick Assist.
Iteration #2: Integrating vzGPT into the IMEI entry page
After launch, I explored moving “Upload IMEI” into an inline drawer on the entry page. Customers could upload a screenshot without leaving the flow, and the extracted IMEI2 value populated the field.
These updates are still pending development.
Next steps: 1-Page BYOD
Next, I explored condensing BYOD into a single-page experience.
The goal was to make device editing feel direct and dependable, without sending customers back through the flow to revise a decision.
Iteration 1
I first placed IMEI entry within expandable sections under Add Lines, then tested two confirmation patterns.
Iteration 2
Feedback showed that the confirmation pattern felt unnatural and the experience required too much scrolling.
I redesigned the flow as a guided sequence: completing one step closed its drawer and opened the next, while completed steps remained available for review.
I also partnered with a content strategist to make the guidance clearer and more action-oriented.
What I learned
The one-page concept reinforced a simple lesson: progressive disclosure can make complex activation feel manageable.
By keeping each decision in context and easy to revisit, the experience reduced friction without taking control away from the customer.