Jinhee Ahn

My role

• Worked from wireframing to end-to-end delivery, collaborating with the team

• Established display rules and copy matrices for all use cases, solving complex scenarios in collaboration with a visual designer and copywriter.

• Support the visual design and copy work.

• Conducted an annotations deck for the development team.

Challenges

Numerous values were influencing the displayed information on the dashboard. Through carefully blending these values, I crafted a dynamic design and tailored copy to deliver a personalized experience. Design rules, copy matrices, and promotions were then developed based on specific combinations of these values.

Overview of dashboard

The page was structured with information priority considered for both new and existing cardholders.

1. A tabbed layout prioritizes dynamic content while maintaining easy wayfinding

2. Total reward balance to date shows progress

I wanted to show not only the current available balance but also the total earnings as of today to strengthen the connection customers feel with their Verizon Visa card over time.

3. Personalized design and content based on card holder’s account age

A. proper banner depending on timeline

Customers will see different banner messages based on their account age.

B. Easily track of offer credits earning status

New cardholders will get $100 Verizon Dollars credits as a welcome offer if they pay their Verizon bill(s) using their Verizon Visa card within the first 24 months of being a cardholder. Users can track their new cardholder offer earning states, which will be given throughout 24 consecutive bill cycles, equaling a credit of $4.17 per monthly bill.

For those who haven't set up Verizon Visa card as their Verizon bill payment method, I showed missed credits to encourage enrollment. I also offered dynamic copy depending on earning states, collaborating with a copywriter.

C. Clear Chart design and content

Users can see the earning summary by time. I created display rules to cover every scenario, in collaboration with a visual designer.

D. Milestones to keep engaged

I aimed to foster a lasting emotional connection with customers to enhance their loyalty to the brand over time. A special anniversary banner will be showcased every year to show how long customers have made a relationship with Verizon. This banner will feature the cumulative Verizon Dollars and welcome credits that customers have accrued.

E. Redemption recommendation

I've encouraged customers to utilize their Verizon Dollars by providing suggestions for redemptions. All dollar amounts, item names, and images in this banner are dynamic, based on a customer’s balance.

F. Actionable next steps to earn even more

I’ve provided the auto-pay set up with a Verizon Visa Card that is one of the ways to earn rewards. The Auto Pay module encourages customers to (1) set up Auto Pay & Paperless Billing on their Wireless and Fios accounts and (2) select the VVC as the payment method. I’ve created a copy matrix with a copywriter, and offered display rules for every scenario.

4. Reward earning tips to make the most out of their card

I've collaborated with a visual designer to define the usage of icons, intending to intuitively deliver various categories of earning tips. A total of 24 examples were furnished, incorporating seasonal copy to enhance clarity.

5. All useful resources in one place

Where to manage my Verizon Visa Card? Where to pay my credit card bill? What’s Verizon Up? Customers might lose their way, especially when they need to pay their card bill on a different platform than the card app. I’ve guided them to the right place for all Verizon Visa Card activities in the support tab.

Appendix - Full page design