PROJECT
Challenge
Solution
Impact
- Improved goal achievement and satisfaction scores among both partners and internal teams.
- Operational Efficiency:Accelerated CPQ processes and reduced friction in daily workflows.
- Business Alignment:Fostered stronger collaboration between internal teams and external partners through a shared, modernized platform.
My Role
DESIGN LEADERSHIP
USER RESEARCH
DESIGN THINKING WORKSHOPS
STAKEHOLDER INTERVIEWS
USER STORIES & REQUIREMENTS
INFORMATION ARCHITECTURE
USER FLOWS
INTERACTION DESIGN
WIREFRAMES & PROTOTYPES
USABILITY TESTING
DESIGN SYSTEM - ADOBE XD
PRODUCT ROADMAP
PERSONAS & CUSTOMER JOURNEYS
TEAM MANAGEMENT
The new Verizon B2B Partner Portal featured:
- Unified Platform: Consolidated disparate legacy tools into a single, cohesive portal, eliminating silos and streamlining workflows.
- Personalized Dashboards: Developed role-based dashboards tailored to authentic user personas and journeys, ensuring relevant information and actions are always front and center.
- Integrated CPQ Solution: Embedded a fully integrated Configure, Price, Quote (CPQ) system, enabling partners and employees to manage complex quoting processes efficiently within the portal.
- Simplified Navigation: Redesigned the information architecture for intuitive navigation, making it easy for users to find what they need and complete tasks with fewer steps.
- Seamless Digital & Physical Touchpoints: Created a consistent experience across all interactions, bridging the gap between digital portal use and real-world partner and employee engagements.
- Enhanced Efficiency & Accuracy: Streamlined task flows and reduced manual entry, significantly decreasing user errors and increasing process efficiency.
Verizon’s B2B Partner Portal was fragmented across more than 27 outdated legacy applications, resulting in inconsistent user experiences, operational inefficiencies, and friction between digital and physical touch-points.
The goal was to re-imagine the portal to deliver a highly personalized, end-to-end experience, across multiple distinct user groups while modernizing and integrating all legacy systems within a human-centered design framework.
This project demonstrates my ability to lead large-scale, cross-functional design initiatives that deliver measurable business and user value.
- Stakeholder engagement & management: Aligned priorities and reduced friction between cross-functional teams. Align and inform the product roadmap based on executive & business priorities
- Design direction & delivery: Led the design team through all phases, from user research to final handoff.
- Research & analysis: Conducted extensive user interviews and behavioral analysis to inform design decisions.
- Information architecture: Restructured navigation for simplicity and intuitiveness.
- Final deliverables: Oversaw the creation of a fully integrated CPQ (Configure, Price, Quote) solution and a personalized dashboard experience
Verizon Partner Solutions
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