SAIKIRAN MAGULURI
My Verizon
AI driven User Research, User Journey, Comparitve Analysis, Personas, AI lead Design system and Hi Fidelity Designs, AI Assistant
My Verizon, Reimagined is a strategic redesign focused on reducing customer churn by addressing Verizon’s biggest customer pain points—billing confusion, fragmented Fios and Wireless experiences, poor app performance, and limited self-service options. The solution introduces a Single Household Ledger, AI-powered support with 60% call deflection targets, Family Hub controls, transparent billing, and personalized bundle recommendations. By driving Fixed-Mobile Convergence adoption, increasing bundle attach rates from <30% to 55%, improving trust and usability, and boosting ARPA by 6%, the platform aims to reduce annual churn from 21.5% to ≤17.9% while strengthening long-term customer loyalty.
Project Overview
Year
2025
Timeline
6 Months
Tools
Figma MCP,
Claude Code
Verizon Family Hub - One Home. One Network
Family Hub is Verizon’s household management platform designed to increase customer retention by giving families greater visibility, control, and peace of mind. The experience unifies parental controls, location tracking, device management, content restrictions, downtime scheduling, and Gizmo watch monitoring into a single destination. Supporting up to 10 family members and 30 devices, Family Hub reduces reliance on fragmented third-party tools while creating a high-engagement ecosystem that increases platform stickiness. By positioning Verizon as the central hub for managing a family’s digital life, the feature strengthens long-term loyalty, increases daily app engagement, and creates a powerful retention moat beyond network connectivity alone.
Verizon One - Help, Before you need it
Verizon One is an AI-powered assistant designed to simplify account management and proactively solve customer problems before they escalate. Unlike traditional support chatbots, it uses a skill-based architecture that lets customers access specialized capabilities such as personalized bill explanations, outage troubleshooting, plan recommendations, family controls, device support, and account assistance through one conversational interface. Its customization features allow users to choose the assistant’s tone, prioritize the skills they use most, and tailor responses based on household needs, service type, and past interactions. With proactive insights, configurable personalities, and seamless handoff to human agents, Verizon One aims to resolve up to 60% of support inquiries, reduce customer frustration, and strengthen trust through faster, more transparent self-service experiences.
