↓ Insight
↓ Idea
↓ Impact
[ 5 ]
01x User Experience Design Lead (me)
02x User Experience Designers
04x Front-end Engineers
Experience Design & Iteration
Cross-functional Collaboration
Design System
60% reduction in team member onboarding time
93% reduction in system billing errors
Insight
However, its outdated architecture, reliance on manual workflows, and lack of integration with modern tools resulted in significant inefficiencies and user frustrations.
- 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- Training and onboarding hurdles: New users required extensive mentoring due to outdated documentation and unclear system logic.
My team focused on user-centered improvements through research, process mapping, and design system enhancements.
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.
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Order sequencing and task assignment issues cause delays and missed SLAs.
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Multi-system dependencies complicate tracking and slow operations.
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Steep learning curve requires months of mentorship for new users.
- Data entry users need full access, while review users require a high-level overview.
Idea
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 We replaced the outdated ‘tree’ navigation with a functionally robust and intuitive table structure which enabled an order summary view and aggregate actions: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.
- 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.
- 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.
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.
We also expanded Verizon’s design system with new behavioral guidelines, enabling future projects to build on our foundational improvements.
Local Order Entry Supervisor, Verizon
Impact
- 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.
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.