Principal Product Design Verizon 2024
Smart Home App
Zero to 1 build of network utility app, now used by millions
Overview
Network management lived in four places at once: the My Fios app, verizon.com, the router settings page at 192.168.1.1, and My Verizon. Customers who wanted to pause a kid's Wi-Fi or fix a dead extender had to guess which door to open. That guesswork showed up as support calls, abandoned setups, and a home product line that felt like a pile of features instead of a service.
Product leadership wanted network management folded into My Verizon. I argued for the opposite: a dedicated home platform with room to grow. The goal was to give customers one confident place to set up, monitor, and troubleshoot their home network, cut the reliance on manuals and siloed router UIs, and build a foundation the business could keep adding value to for years.
Role & Impact
Made the case to Senior-level leadership for a standalone app, then scaled the design team from 2 to 9.
Unified four scattered touchpoints into one platform for over 100M customers and 342M devices.
Drove 300% DAU growth and moved NPS from 54 to 74 in the first year after launch.
Cut network management call volume 36% with guided troubleshooting and plain-language diagnostics.
