Fios Disconnect Flow

This guiding experience helps Fios customers disconnect their TV and Internet services easily online.

The Approach

The team and I brainstormed on what we expected the user to see throughout this experience. I tested several iterations of the flow via usertesting.com to make sure we identified any usability issues.

The Impact

Historically, customers had to call Fios in order to cancel their services. As a result, customers now have the ability to do this digitally, without having to wait on the phone.

Design Lead: Melissa Kark | Design Direction: Bill Chen | Product Manager: Jordan Berman | Engineers: Anthony Yenman and Reena Patel

For the full case study, please contact me.