Modernizing connected
home equipment management

Role
Product Designer

Date
2025-2026

Platforms
App, Web, Mobile Web

Key Result
Simplified equipment and service management

Overview

Redesigned Verizon Fios account surfaces to improve equipment visibility, service clarity, and cross-platform consistency across app, mobile web, and desktop. The work focused on helping customers manage internet, Wi-Fi equipment, TV, DVR, and phone services within a more unified account experience.

Problem

The existing Fios account experience relied on outdated design patterns, inconsistent information architecture, and fragmented platform logic. Key service and equipment information was often buried or missing, making it harder for customers to understand what was connected, check service status, access Wi-Fi details, or resolve issues through self-service.

Account Home Redesign

The redesigned Account Home experience prioritized service visibility and streamlined account management. Users can view connected equipment, check status, and navigate between internet, TV, and phone services through a more consistent interaction pattern across mobile web and desktop.

Research & System Review

As part of a digital service evaluation, I reviewed the Fios Account Home experience and documented CX issues by task, screen, severity, and product area to support prioritization.

Authentication

I also supported authentication flows within Verizon’s broader account ecosystem, including user ID, password, passkey, security questions, and two-factor authentication. This work focused on making credential-related tasks clearer and more consistent across desktop, mobile web, and app surfaces, while supporting implementation-ready specs for cross-platform delivery.