Overview

As part of Total Wireless’s digital transformation under Verizon Value, I helped lead the design of a Generative AI Copilot that reimagines how users discover, compare, and purchase phones and plans. My focus was on shaping the product opportunity space, defining conversational product direction, and designing a system that supports both users and business goals across the purchase journey.

Challenge

Users struggled to confidently choose the right plan or device, leading to abandoned sessions and friction with support channels. Traditional static tools like FAQs and comparison tables couldn’t adapt to the nuanced, context-specific questions users had about coverage, features, and compatibility.

This ambiguity pointed to a systemic gap in how the product supported decision-making — not just in UI, but in how decisions were surfaced at key moments in the user journey.

Solution

Rather than adding another interface component, we reframed the problem as "how might we amplify users’ decision confidence across the entire platform".

We designed an AI-powered conversational Copilot that:

• Listens and adapts — understands users’ needs (budget, usage, preferences) and responds contextually

• Guides decision pathways — surfaces tailored options and explanations instead of static content

• Integrates strategically — is available anywhere in the journey without interrupting flow

This experience was purposefully designed as a decision support system — not merely a chatbot — that aligned with broader product architecture and information systems.

Design principles included:

• Always available, never intrusive: contextual support without disruption

• Empowers decision-making: nudges users thoughtfully, rather than substituting judgment

• Architected within the product ecosystem: not an add-on, but part of the platform’s logic

Impact

The prototype was approved for implementation and is now live for ~10% of users, with plans to expand across the full Total Wireless site and other Verizon Value brands. Early data shows improved engagement and reduced friction during plan selection.

My Role

I served as a UX lead and interaction designer, partnering closely with product and engineering to:

• Define the Copilot’s role in the user journey and product ecosystem

• Lead early problem framing and trade-off discussions

• Design the conversational flows and prototype strategy

• Produce documentation that bridged design, product, and engineering thinking