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 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.