Brendan Appe

“Managing complex orders and responding to urgent requests is much easier, and my team can focus on getting things done rather than navigating the system.”
Local Order Entry Supervisor, Verizon

Impact

The modernization of IntradaPro resulted in significant improvements in both business efficiency and user experience

Increased operational efficiency by reducing manual effort and redundant workflows, reducing complex order processing time by 30% (from 8 hours to 5 hours).
Improved platform scalability through a new front-end framework and better cloud-based infrastructure, setting the foundation for future enhancements.
Reduced training time for new employees due to a more intuitive interface, cutting onboarding time by 50-70%, reducing time to full productivity from 6 months to 2-3 months.
Decreased billing error rate below 0.3%, down from 2%, through automation and improved validation processes.

What’s Next?
The Verizon billing and provisioning system modernization was a landmark project in Verizon’s broader digital transformation journey. By replacing outdated workflows with a modern, intuitive, and efficient platform, Verizon was able to improve both employee productivity and business agility.

Additionally, the project marked a key milestone for myself and the IBM design team, emphasizing user research-driven decision-making, scalable design systems, and streamlined collaboration processes. The success of this initiative set a precedent for future digital innovations within Verizon and showcased the value of experience-driven transformation in enterprise environments.