Verizon – M+H (Mobile + Home) Bundle Portfolio

Identifying UX gaps and driving research-led improvements

Role

UX Designer

Timeline

6 Months

Design tool used

Figma, Miro,Figjam, Quantam Metrics (for heatmaps) , Lookback, Adobe Analytics

Focus

Research & Discovery

Project Overview

  • As part of the Verizon M+H (Mobile + Home) bundle team, I worked on understanding customer behavior, identifying experience gaps, and defining UX problems across the M+H bundle portfolio.

  • This project was primarily focused on research synthesis, problem discovery, and experience evaluation, with selective UI improvements in areas where clarity could be immediately improved.

  • Rather than jumping into redesigns, the goal was to define the right problems first, backed by data and research, so future design solutions could be more effective.

My Role & Ownership

What I Owned

  • Persona creation for M+H bundle customers based on research insights

  • End-to-end identification of UX problems across the M+H bundle journey

  • Analysis of user behavior using:

    • CMI research insights

    • Heatmap analysis

    • Adobe Analytics data

  • Heuristic evaluation of identified issues

  • Documentation of problem flows in Figma

  • Selective UI improvements for a few high-impact screens

While UI redesign was not the primary scope, I took ownership of improving specific screens where clarity and usability issues were evident.