Expanding the Bundle Experience (Verizon x Frontier)

Project Overview

Verizon plans to expand broadband coverage by integrating Frontier Home Internet in areas where FIOS is unavailable. My goal was to ensure that bundle visibility continues seamlessly when a user transitions from Verizon to Frontier broadband coverage.

Role: Senior UI/UX Designer

Duration: Sept 2025 – Present

Tools: Figma · FigJam · Gemini (AI) NotebookLM

Focus Areas: Bundle Visibility · Cross-channel Experience · Ecosystem Integration

Understanding the Channels

I studied how bundle offerings and broadband availability were communicated across Verizon’s major customer touchpoints:

  • Retail: Store associate-assisted sales flow.

  • Assisted Channel: Customer care and telesales journeys.

  • Chatbot Channel: Automated self-service and plan discovery flows.

Each channel had unique visibility gaps and potential points for Frontier integration.

Flow Mapping

I created detailed flow diagrams showing:

  • How Verizon’s current availability checks work in each channels.

  • At what stage Frontier broadband could be suggested.

  • Opportunities to maintain bundle visibility and brand consistency during provider transitions.

Frontier Opportunity - Digital experience

Frontier Opportunity - VZ Assistant (chatbot) experience

Frontier Opportunity - Retail experience

Cross Selling Opportunity

VZ Assistant - Snapshots

Conceptual Enhancements

  • Early Frontier Prompt: Introduce Frontier availability during coverage check with clear, empathetic messaging.

  • Chatbot Integration: Surface Frontier bundles through smart prompts in chat when Verizon home isn’t available.

  • Retail/Assisted Support: Equip associates and tools to recommend Frontier-based bundles transparently.

  • Consistent UX Language: Keep design, tone, and visual cues aligned with Verizon’s brand.

Collaboration

  • Worked with product managers, researchers, and design leads to align bundle visibility strategy across channels.

  • Partnered with cross-functional teams to map technical and content dependencies for Frontier integration.

  • Leveraged AI tools (Gemini, Figma AI) to quickly visualize ideas, personas, and flow diagrams.

Outcomes

  • Worked with product managers, researchers, and design leads to align bundle visibility strategy across channels.

  • Partnered with cross-functional teams to map technical and content dependencies for Frontier integration.

  • Leveraged AI tools (Gemini, Figma AI, NotebookLM) to quickly visualize ideas, personas, and flow diagrams.

“This initiative taught me how to design beyond screens — by aligning multiple systems and teams around a consistent user experience vision.”