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