MyVerizon App_
MyVerizon App_
In a world of instant expectations, the redesigned My Verizon app has become a cornerstone of Verizon’s improved customer service. With intuitive design and a conversational interface, it empowers 113 million users to manage bills, access support, and shop—all in one place.
The Challenge
Verizon faced eroding customer trust and declining satisfaction scores—fallout from years of inconsistent service experiences and a fragmented brand presence. The company needed a bold, unified brand and digital strategy to restore relevance and loyalty at scale.
The Insight
In a category dominated by complexity and transactional thinking, customers craved simplicity, transparency, and control. The opportunity wasn’t just to improve the app—it was to make Verizon feel more human, responsive, and emotionally resonant through its digital touchpoints.
The Solution
As part of a comprehensive brand reinvention, the MyVerizon App was reimagined as a flagship experience—fusing storytelling, design systems, and product utility into a single, intelligent platform. The beta laid the foundation for a self-service model that reflected Verizon’s new brand voice: empowering, clear, and customer-first.
The launch of the redesigned My Verizon app marked a pivotal moment in Verizon’s transformation from a transactional telecom utility to a digitally forward, customer-centric brand. The app played a critical role in shifting perception, with improved satisfaction scores and a measurable increase in customer engagement: mobile sales conversions rose 15.6x, app usage increased by 50%, and autopay enrollment jumped 27%.
Internally, the work became the blueprint for Verizon’s broader experience strategy—aligning product, brand, and service design under a unified vision that continues to shape the company’s digital ecosystem.
4.9 ★
The app’s impact is undeniable: mobile sales skyrocketed 15.6x, usage increased 50%, and autopay enrollment jumped 27%. Bill payments rose from 68% to 85%, and with a consistent 4.9-star rating on the App Store and Google Play, it continues to redefine self-service for Verizon’s customers.
