Check Network Status

Integrating Fios into a self-serve network transparency tool - now one of Verizon's highest-traffic support surfaces, organically.

~1.2 M

Monthly Visits

850 K

Monthly Checks.

$1.7M

Annual Cost Saved

THE PROBLEM

Fios customers were excluded from the check network status experience.
When Fios Home Internet customers experienced issues, the tool lacked Fios integration. Users struggled to identify their service type, terminology created confusion, and many customers abandoned the flow.

The core UX challenge: customers didn't think in Verizon's internal terminology. Asking users to identify "5G Home" vs "LTE" vs "Fios" created unnecessary cognitive load.

This project was like working through different parts of troubleshooting flow and trying to understand where we can assist with the self serve network extender offer.

RESEARCH INSIGHTS

"Fios is for home, so why are they asking me to compare it with 5G & LTE"

"5G is the fastest one. I'm not sure what Fios is"

"I didn't know which to pick, so I just gave up."

"It gave an estimated restoration time. That was helpful."

Key Insight

The service selector step was the single biggest drop-off point. Removing the decision - not just simplifying it was the right call.

RESEARCH & ITERATION

Three versions, tested with users.

Existing

Asked users upfront

Users had to select service type before continuing. Most couldn't answer correctly. They abandoned

V1 • Tabs

Mobile / Home tab structure

Followed standard Verizon support page pattern. Users overlooked the Home Internet flow due to default Mobile selection.

V2 • Dynamic

Show only what's relevant

Show Home Internet sub-type only in Fios - available areas. Fewer decisions, better completion. Users preferred this.

Show Home Internet sub-type only in Fios available areas. Fewer decisions, better completion. Users preferred this.

FINAL DESIGN

Check Network Status - Fios Home flow

COLLABORATION

What partners said.

"We couldn't have completed this significant launch of CNS Mobile / Home / Fios without her. She's incredibly thorough — often thinking of use cases and potential impacts before anyone else. She pushed us all to spend time on user testing and let the results inform her UX decisions."

Michael Mazzeo

Senior Manager, Experience Team — Verizon

"Renuka did an amazing job on Check Network Status. It was a heavy lift for UX design. She provided great support throughout. Glad to have her on our team.

Ajith Puppala

Dev Lead, PCT-55 & CNS Maps — Verizon