My Verizon App Payment Method

Year: 2019

My role: redesign proposal

Context

In 2018 after Verizon refreshed its mobile app, the design team created a small team to work on improvements for certain app features based on metrics. As a designer assigned to this team, I had freedom to explore areas to improve besides known issues. One of my discoveries was improvements for the payment method session.

Problems of existing design

• Poor discoverability - Promise to Pay as a helpful feature, was hidden and hard to find.
  
• Poor usability - Split payment flow was very confusing. Also, users cannot manage a payment method in the middle of making a payment, which could be a common use case.
• Poor scalability - As the team envisioned adding new payment methods such as gift card and loyalty rewards, it will be hard to fit into current design.

Proposed design

Simplify the layout in the payment details page so that users are able to easily discover different payment options. Define and separate the functionalities of payment methods page and payment details page, in order to make the interaction intuitive for all purposes. 

01

Make a payment (happy path, no split payment)

02

Use Promise to Pay

03

Split payment

04

Update an expired card while making a payment

05

For future update - rewards, apply credit card points

Impact

We did an internal user testing on both existing design and proposed design. The results showed that the proposed design would significantly improve the payment experience as users spent a lot less time to complete each task. I presented it to the team and they’d like to move forward with the proposed design.

APPENDIX

Process