Brendan Appe

Idea

These findings drove the reorganization of the platform to improve usability, efficiency, and automation of routine tasks.

IDEAStreamlined Information Architecture
To address pain points, we completely reorganized the system based on user input. We replaced the outdated ‘tree’ navigation with a functionally robust and intuitive table structure which enabled an order summary view and aggregate actions:

This allowed users to perform bulk actions, such as locking an order, reducing redundant manual effort and increasing overall productivity.

By simplifying navigation, structuring information more intuitively, and reducing the need for manual corrections, we significantly improved the efficiency and accuracy of order processing.

Additional key features to improve user navigation and efficiency included:

Brought orders and customer information front and center for quick access.
Standardized search functionality across the platform to reduce complexity.
Consolidated nested order pages into a single-page view with prioritized tiles.

Robust search functionality allowed users to query against a number of order conditions.

ideaImproved User Experience & Design System Enhancements

Designed over 150 unique workflows to capture essential use cases and system interactions.
Introduced ‘at-a-glance’ data tiles to provide quick insights while still allowing deep data entry when needed.
Maintained key visual identifiers (iconography & billing system tags) for familiarity while modernizing the interface.
Enhanced Verizon’s design system documentation, adding behavioral guidelines to support future projects.

Last but not least, we redesigned Verizon’s AM Task Management into a more visual Kanban-style interface, allowing users to quickly understand the status of their tasks and take action.

This new approach made it easier to identify issues, acquire or assign tasks, lock orders, and address problems efficiently.

By enabling a more intuitive workflow, Verizon was able to bill for provisioned orders faster, leading to improved operational efficiency and higher customer satisfaction.

I led the UX design efforts, ensuring that new workflows addressed critical pain points while maintaining consistency across the platform.

We also expanded Verizon’s design system with new behavioral guidelines, enabling future projects to build on our foundational improvements.