Verizon Prepaid
Simplifying Multi-Line Account Management and Digital Payments
Verizon Prepaid customers often merge lines across family members, devices, and payment methods. Tasks like merging accounts, transferring ownership, and completing payments required customers to navigate fragmented experiences, creating uncertainty during critical moments.
As a Product & UX Designer I partnered with cross-functional teams to redesign key account management and payment workflows, helping customers complete complex actions with greater confidence while supporting Verizon’s goals of increasing self-service adoption and digital payment usage.
The Challenge
Managing multiple prepaid lines isn’t a typical e-commerce experience.
Customers were frequently trying to:
Combine separate prepaid accounts into one account
Consolidate billing responsibilities
Transfer line ownership between family members
Update payment methods
Complete purchases using modern digital wallets
Client
Verizon Prepaid
Year
2026
My Role & Responsibilities
Included replacing and improving the existing user flow and UX: Current state
UX strategy & Wireframe review
Customers were frequently trying to:
Combine separate prepaid accounts into one account
Consolidate billing responsibilities
Transfer line ownership between family members
Update payment methods
Complete purchases using modern digital wallets
These actions carried a high cognitive load because customers needed to understand:
Which line would become primary
What would happen to existing balances
How payment responsibilities would change
Whether service interruptions could occur
Which payment option best fit their needs
Even small moments of uncertainty could cause abandonment.
Understanding the Problem
Through stakeholder reviews, analytics, and customer feedback, several patterns emerged:
Customers lacked confidence
Users often hesitated before completing account-level actions because they weren't sure of the outcome.
Payment experiences felt disconnected
Apple Pay, PayPal, and traditional card payments followed different interaction patterns, creating inconsistent expectations.
Mobile-first users needed faster paths
A significant portion of prepaid customers managed their accounts entirely on mobile devices, making efficiency and clarity critical.
Result:
My Role as Lead Product Design From Desktop Constraints to a Mobile-First Experience
The existing Verizon Prepaid experience was originally designed around desktop interactions, where customers had ample screen space to review account details, compare options, and complete transactions.
As mobile usage continued to grow, the challenge was not simply to shrink the desktop interface. The goal was to reimagine the experience for customers managing their accounts on smaller screens while maintaining the trust, transparency, and security expected from Verizon.
I leveraged existing desktop patterns as a foundation, then redesigned the experience around mobile behaviors, simplifying navigation, reducing cognitive load, and creating a more intuitive path to completion.
Lead Product Designer
Responsibilities included:
UX strategy
User flows
Wireframes
Interaction design
High-fidelity UI design
Design system implementation
Cross-functional collaboration with Product, Engineering, Research, and Business stakeholders
