Overview
When the Frontier and Verizon merger finalized in Jan 2026, we created two separate experiences for prospect customers and existing customers in what we referred to as "wayfinder" pages. We did this because the process to receive a special merger discount/offer differed slightly across the two cohorts of users.
This was a very large project that required close collaboration with the Verizon Day 1 team. We crafted the user flow for how users would come to these pages, from point of origin to Verizon's counterpart website. We then created wireframes and high-fidelity prototypes that were tested.
Working closely with the VZ team, we created two experiences meant to help customers receive a discount and/or free service once the merger finalized.
The project was a success and metrics showed that the pages worked to guide customers to where they needed to go to receive the discount offers.
The challenge
The business needed to guide customers to the right place in order for them to receive the merger offers.
Key challenges included:
- Mirroring Verizon's experience to correspond with Frontier's.
- Communicating the steps to recieve the offer clearly to customers and prospects.
- Ensuring users understand the offer requirements.
- Aligning with Verizon throughout the project during an impending merger.
Prospect wayfinder
Existing customer wayfinder
Research & discovery
We conducted comprehensive user research including:
- User testing: 20 usability tests via UserTesting to gauge perception.
- Stakeholder workshops: Collaborative sessions with Frontier and Verizon leadership teams to gather requirements.
The solution
Two separate pages to guide users to where they need to go to receive their discount/offer.
Prospect customer
Existing customer
Results & impact
On launch, the pages exceeded expectations across key metrics: