JP Morgan Chase: Market Alerts
Website Design
~1.2 M
Monthly Visits
850 K
Monthly Checks.
$1.7M
Annual Cost Saved
Client:
Jhon
Scope:
Website
THE PROBLEM
Fios customers were excluded from the check network status experience.
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Users who did not have Fios didn't know what Fios is. This led to flow drop off.
RESEARCH INSIGHTS
"5G is the fastest one. I'm not sure what Fios is"
"Fios is for home, so why are they asking me to compare it with 5G & LTE"
"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.
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