Verizon Business

Lead User Experience Designer and Researcher

Information Architecture

User Research

Telecom

B2B

Enterprise

Internal Tools

0→1

Optimization

Verizon Business, the enterprise arm serving corporate and government customers. Its Partner Program lets third-party companies resell Verizon's telecom, cloud, and security offerings.

9 to 20

registration pathways added to the Partner Program

40+ hrs

saved per field agent, per month

12+ hrs

saved per sales manager, per month

Overview

Three separate experiences at Verizon Business needed fixing: a buried partner registration flow, field sales tools split across disconnected screens, and sales reporting built by hand in a tool the rest of the org didn't use. I redesigned all three.

Partner Program Transformation

Streamlined a partner registration flow that was hard to find and inconsistent across partner types.

  • Ran a usability heuristic audit and reorganized the site's Information Architecture in FigJam.

  • Built the standardized flows and prototypes in Figma.

  • Increased the number of pathways to registrations from 9 to 20, resulting in a 120% increase in discoverability.

Home: Before

Information Architecture: Before

Home: After

Information Architecture: After

Field Sales Tools

Simplified the mobile & desktop tools field agents used to close deals, from product browsing through payment.

  • Ran user research, journey mapping, and task analysis to find where agents lost time.

  • Consolidated fragmented systems into responsive prototypes for browsing, cart, checkout, and payment.

  • Single, fast, login-less flow resulting in estimated saving sales agents 40+ hrs / month.

Budget reprioritization ended the contract ahead of implementation.

Sales Analytics

Automated reporting and dashboards that sales managers previously built by hand.

  • Ran stakeholder research to map what managers actually needed to see.

  • Designed the data visualizations and migrated reporting from Power BI to Salesforce.

  • Easy-to-access dashboards resulting in estimated saving sales agents 40+ hrs / month.

Budget reprioritization ended the contract ahead of implementation.