Verizon

One navigation system. Two surfaces. Millions of users with different product relationships.

One navigation system. Two surfaces. Millions of users with different product relationships.

One navigation system. Two surfaces. Millions of users with different product relationships.

One navigation system. Two surfaces. Millions of users with different product relationships.

During my time working with Verizon, I was part of the UX navigation team supporting My Verizon Online (MVO) and My Verizon App (MVA). This project focused on integrating new Verizon Home app entry points into both authenticated and unauthenticated experiences, across web and mobile.

Once we began evaluating the system holistically, it became clear that My Verizon had grown into a multi-product ecosystem serving mobile, home internet, devices, and services often through shared navigation structures that weren’t originally designed for that breadth. During an audit of both authenticated and unauthenticated user states, we identified inconsistencies where non-mobile subscribers were being exposed to mobile-centric content.

During my time working with Verizon, I was part of the UX navigation team supporting My Verizon Online (MVO) and My Verizon App (MVA). This project focused on integrating new Verizon Home app entry points into both authenticated and unauthenticated experiences, across web and mobile.

Once we began evaluating the system holistically, it became clear that My Verizon had grown into a multi-product ecosystem serving mobile, home internet, devices, and services often through shared navigation structures that weren’t originally designed for that breadth. During an audit of both authenticated and unauthenticated user states, we identified inconsistencies where non-mobile subscribers were being exposed to mobile-centric content.

During my time working with Verizon, I was part of the UX navigation team supporting My Verizon Online (MVO) and My Verizon App (MVA). This project focused on integrating new Verizon Home app entry points into both authenticated and unauthenticated experiences, across web and mobile.

Once we began evaluating the system holistically, it became clear that My Verizon had grown into a multi-product ecosystem serving mobile, home internet, devices, and services often through shared navigation structures that weren’t originally designed for that breadth. During an audit of both authenticated and unauthenticated user states, we identified inconsistencies where non-mobile subscribers were being exposed to mobile-centric content.

OVERVIEW

OVERVIEW

OVERVIEW

OVERVIEW

APPROACH

APPROACH

APPROACH

APPROACH

Rather than expanding navigation endlessly, the goal was to explore options that respected a maximum depth of L2.

Rather than expanding navigation endlessly, the goal was to explore options that respected a maximum depth of L2.

Rather than expanding navigation endlessly, the goal was to explore options that respected a maximum depth of L2.

Rather than expanding navigation endlessly, the goal was to explore options that respected a maximum depth of L2.

This work was conducted in close collaboration with the Information Architecture team, who initially provided feature-level IA from the Verizon Home app. Together we audited prospect vs authenticated navigation paths, product eligibility across user types, and depth, duplication, and cross-product leakage.
IA maps became the primary tool for reasoning through these constraints, allowing us to test structural hypotheses before committing to UI changes. The emphasis was on reducing cognitive load, preserving relevance, and preventing accidental exposure to inapplicable services.

This work was conducted in close collaboration with the Information Architecture team, who initially provided feature-level IA from the Verizon Home app. Together we audited prospect vs authenticated navigation paths, product eligibility across user types, and depth, duplication, and cross-product leakage.
IA maps became the primary tool for reasoning through these constraints, allowing us to test structural hypotheses before committing to UI changes. The emphasis was on reducing cognitive load, preserving relevance, and preventing accidental exposure to inapplicable services.

This work was conducted in close collaboration with the Information Architecture team, who initially provided feature-level IA from the Verizon Home app. Together we audited prospect vs authenticated navigation paths, product eligibility across user types, and depth, duplication, and cross-product leakage.
IA maps became the primary tool for reasoning through these constraints, allowing us to test structural hypotheses before committing to UI changes. The emphasis was on reducing cognitive load, preserving relevance, and preventing accidental exposure to inapplicable services.

L2

L2

L2

L3

L3

L3

L4

L4

L4

Equipment

Equipment

Equipment

Network

Network

Network

Troubleshoot

Troubleshoot

Troubleshoot

Equipment

Equipment

Equipment

detail

detail

detail

detail

detail

detail

Speed Test

Speed Test

Speed Test

Restart Equipment

Restart Equipment

Restart Equipment

MY VERIZON APP · NAVIGATION DEPTH MAP · EQUIPMENT BRANCH

MY VERIZON APP · NAVIGATION DEPTH MAP · EQUIPMENT BRANCH

MY VERIZON APP · NAVIGATION DEPTH MAP · EQUIPMENT BRANCH

L2

L3

L4

Equipment

Network

Troubleshoot

Equipment

detail

detail

Speed Test

Restart Equipment

MY VERIZON APP · NAVIGATION DEPTH MAP · EQUIPMENT BRANCH

CONTRIBUTION
Translating IA insights into navigation explorations that could realistically live inside My Verizon’s existing ecosystem.
My role focused on synthesizing IA maps into navigable structures for MVO and MVA, identifying mismatches between product eligibility and navigation visibility, proposing alternative groupings and entry points that reduced redundancy, and pressure-testing prospect vs authenticated flows under the same framework. Different than designing screens, the work centered on navigation logic, hierarchy, and consistency across platforms.
OUTCOME
The value of this project lies in system-level thinking: recognizing that navigation is not additive, and that scaling a product ecosystem requires restraint as much as expansion.
This project progressed through multiple exploratory phases and informed ongoing navigation discussions across teams. While I did not remain through final implementation, the work helped establish a clearer understanding of how Verizon Home could coexist within My Verizon without fragmenting the experience.
Team lead: Jeffrey Powers
CONTRIBUTION
Translating IA insights into navigation explorations that could realistically live inside My Verizon’s existing ecosystem.
My role focused on synthesizing IA maps into navigable structures for MVO and MVA, identifying mismatches between product eligibility and navigation visibility, proposing alternative groupings and entry points that reduced redundancy, and pressure-testing prospect vs authenticated flows under the same framework. Different than designing screens, the work centered on navigation logic, hierarchy, and consistency across platforms.
OUTCOME
The value of this project lies in system-level thinking: recognizing that navigation is not additive, and that scaling a product ecosystem requires restraint as much as expansion.
This project progressed through multiple exploratory phases and informed ongoing navigation discussions across teams. While I did not remain through final implementation, the work helped establish a clearer understanding of how Verizon Home could coexist within My Verizon without fragmenting the experience.
Team lead: Jeffrey Powers
CONTRIBUTION
Translating IA insights into navigation explorations that could realistically live inside My Verizon’s existing ecosystem.
My role focused on synthesizing IA maps into navigable structures for MVO and MVA, identifying mismatches between product eligibility and navigation visibility, proposing alternative groupings and entry points that reduced redundancy, and pressure-testing prospect vs authenticated flows under the same framework. Different than designing screens, the work centered on navigation logic, hierarchy, and consistency across platforms.
OUTCOME
The value of this project lies in system-level thinking: recognizing that navigation is not additive, and that scaling a product ecosystem requires restraint as much as expansion.
This project progressed through multiple exploratory phases and informed ongoing navigation discussions across teams. While I did not remain through final implementation, the work helped establish a clearer understanding of how Verizon Home could coexist within My Verizon without fragmenting the experience.
Team lead: Jeffrey Powers
CONTRIBUTION
Translating IA insights into navigation explorations that could realistically live inside My Verizon’s existing ecosystem.
My role focused on synthesizing IA maps into navigable structures for MVO and MVA, identifying mismatches between product eligibility and navigation visibility, proposing alternative groupings and entry points that reduced redundancy, and pressure-testing prospect vs authenticated flows under the same framework. Different than designing screens, the work centered on navigation logic, hierarchy, and consistency across platforms.
OUTCOME
The value of this project lies in system-level thinking: recognizing that navigation is not additive, and that scaling a product ecosystem requires restraint as much as expansion.
This project progressed through multiple exploratory phases and informed ongoing navigation discussions across teams. While I did not remain through final implementation, the work helped establish a clearer understanding of how Verizon Home could coexist within My Verizon without fragmenting the experience.
Team lead: Jeffrey Powers