Work Verizon

The Feature Everyone Was Sure About

A customer who wants to share her Wi-Fi password cannot do it in the app she opens to manage her home internet. The fastest way is to leave Verizon. Four studies on the fix, and two said we were wrong — about what to build first, and whether anyone could use it.

194
Participants in the Kano study
36
Features scored in the Kano study
15M+
Users on the My Verizon app
Role
Lead Experience Designer
Team
Verizon Product Studio, Home Category
Company
Verizon
Period
2021 — Present
The shipped Share Wi-Fi screen — network name, masked password, a share control and a QR code to scan to connect
Shipped, in the Verizon Home App. This screen is the outcome. The case behind the password is how four studies got it here.

Protected

Confidential information

Unlock this case study to see the results of this work by contacting me for the password.

What's inside

Verizon had built Wi-Fi sharing four times, in four places, and paid for it four times — and the customer who opened the app still couldn't find it. We were certain about the fifth. Four studies later — including a 194-person survey and a six-person usability test — two of them had disagreed with us about two different things, and what shipped is what came out the other side.

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