VERIZON PARTY PAY
LEAD UX DESIGNER
Challenge
The team aimed to determine how non-account managing customers could independently pay their share of a Verizon wireless bill. This initiative required coordinating efforts across billing, customer service, and IT departments. I led the exploration of this feature, focusing on integrating various business functions to enhance customer autonomy and reduce billing conflicts
it’s never just one payment
17% of Verizon Wireless customers have non-household members on their account.
This means they’re collecting venmo/cashapp/zelle payments from family and friends to pay their portion of the bill.
How can we keep all of these transactions in the Verizon ecosystem without adding a lot of friction?
Current method customers use
Challenges:
Make sure everyone knows the exact amount they owe
Must account for “instant deposit fees”
A lot of mental math to make sure the right amount is being sent
Trusting everyone will pay their portion on time
EVALUATING other ‘group pay experiences
The major player in the ‘group pay’ space? VISIBLE; a Verizon-owned company. Thankfully, I was able to virtually sit down with the lead developer and design manager to talk a few things through. Ultimately, the experiences were functionally different, but they did offer some valuable insight into user behavior:
Customers want to make the final decision on whether or not they join the party
Each line item was clear and didn’t require a call to customer service to solve
Proposed journeys
What do we need to see?
The idea was still in the exploratory phase, so it was up to me to dictate what key features a customer would want based on my intimate knowledge of the bill payment experience. Those features included:
Sending a reminder that the bill members portion is due
Managing who pays for what phone numbers or devices
Members to pay their portion without having to create a Verizon wireless account
Quick payment for members utilizing the latest tech in the financial world.
Manager View - View party and their lines
Manager View - Manage your party
MEMBER VIEW - Receiving an invitation
MEMBER VIEW - paying your portion of the bill
