Brendan Appe

Insight

IntradaPro served as Verizon’s primary billing and provisioning system, supporting critical business operations across multiple teams. The platform handled order processing, service provisioning, billing adjustments, and task management for large-scale telecommunications services.

However, its outdated architecture, reliance on manual workflows, and lack of integration with modern tools resulted in significant inefficiencies and user frustrations.

Key challenges included:

Cumbersome workflows: Users relied on slow interfaces, frequent system errors, and manual workarounds to complete tasks.
Lack of system integration: Many processes required copying and pasting data between multiple applications, leading to inefficiencies and errors.
Unclear task management: Assigning tasks was time-consuming, and users had difficulty tracking order progress across teams.
Complex data handling: Orders with thousands of telephone numbers (TNs) were often unstructured, making them difficult to process efficiently.
Training and onboarding hurdles: New users required extensive mentoring due to outdated documentation and unclear system logic.

IntradaPro was a legacy application not for the faint of heart.

Given the scale and importance of IntradaPro, simply iterating on the existing platform was not feasible. The project required a full modernization approach to streamline workflows, enhance usability, and future-proof the system.

My team focused on user-centered improvements through research, process mapping, and design system enhancements.

Processing mapping helped us undertand end-to-end order provisioning and billing.

Up to 6 months of training wasn’t unusual across the various roles.

I helped oversee the research phase involving extensive interviews, knowledge transfers, and process mapping sessions with Verizon stakeholders.

We conducted in-depth interviews across four locations with key user roles, including National VoIP Provisioning, Billing Analysts, Wholesale Local Order Entry, Order Managers, and Local Order Entry & Provisioning. We identified a variety of shared pain points, such as:

Slow system performance, auto-lock errors, and redundant manual work hinder efficiency.
Order sequencing and task assignment issues cause delays and missed SLAs.
Multi-system dependencies complicate tracking and slow operations.
Steep learning curve requires months of mentorship for new users.
Data entry users need full access, while review users require a high-level overview.