Industry
Telecommunications
Client
Verizon
Services
Product Design
Date
September 2025
Making device management approachable for non-technical teams
Making device management approachable for non-technical teams
Verizon is one of the world’s largest telecommunications companies, providing communication and technology services that power businesses across industries.
Verizon is one of the world’s largest telecommunications companies, providing communication and technology services that power businesses across industries.
While small businesses (under 500 employees) represent 99.9% of all U.S. companies, Verizon’s Mobile Device Management (MDM) platform was primarily designed for large enterprises with dedicated IT administrators.
As a result, small business customers often struggled to complete basic device management tasks independently.
While small businesses (under 500 employees) represent 99.9% of all U.S. companies, Verizon’s Mobile Device Management (MDM) platform was primarily designed for large enterprises with dedicated IT administrators.
As a result, small business customers often struggled to complete basic device management tasks independently.
We reimagined the Mobile Device Management hub to enable non-technical teams to manage devices without relying on heavy documentation or support.
We reimagined the Mobile Device Management hub to enable non-technical teams to manage devices without relying on heavy documentation or support.
The problem
We conducted 11 stakeholder interviews (across Verizon Business Group, Sales, and Engineering), a heuristic evaluation of the platform and desk research across comparable MDM tools. 2 things were clear:
We conducted 11 stakeholder interviews (across Verizon Business Group, Sales, and Engineering), a heuristic evaluation of the platform and desk research across comparable MDM tools. 2 things were clear:
01
System structure made critical workflows hard to complete.
02
Surface-level usability issues slowed users down.
Many workflows forced users to jump between disconnected parts of the platform. Instead of guided flows, users stitched together steps using outdated documentation.
Many workflows forced users to jump between disconnected parts of the platform. Instead of guided flows, users stitched together steps using outdated documentation.
This stemmed from a navigation model organized around internal systems rather than user goals, fragmenting sequential tasks and obscuring next steps.
This stemmed from a navigation model organized around internal systems rather than user goals, fragmenting sequential tasks and obscuring next steps.
Card sorting and testing was done to make sure that the navigation content was prioritized correctly and terminology was familiar.
Instead of long hidden navigation, we exposed key work flows on the left side and prioritized
For device setup, we introduced a lo-fi “Quick Start” flow that provided explicit sequencing, prerequisite visibility, and clear next steps — transforming a fragmented process into a cohesive experience.
Surface-level usability issues slowed users down.
Surface-level usability issues slowed users down.
The interface suffered from inconsistent labeling, unclear iconography and dated visual design. Several stakeholders described the UI as resembling “Windows 95”. This created unnecessary friction for simple actions.
Our team utilized new and existing accessible design system components to enhance the UI and UX.
The interface suffered from inconsistent labeling, unclear iconography and dated visual design. Several stakeholders described the UI as resembling “Windows 95”. This created unnecessary friction for simple actions.
Our team utilized new and existing accessible design system components to enhance the UI and UX.
Despite the underlying functionality remaining largely unchanged one tester said “This has everything and more”.
Despite the underlying functionality remaining largely unchanged one tester said “This has everything and more”.
We tested the redesigned experience with 4 small business customers and 3 users of competitor MDM platforms. Participants consistently perceived the redesigned interface as significantly more intuitive and approachable. Improvements in layout, labeling, and workflow clarity helped users discover features they had previously overlooked.
Redesigning Verizon’s MDM platform demonstrated how impactful thoughtful UX can be — even when core functionality remains unchanged. By simplifying navigation, modernizing UI patterns, and introducing guided workflows, the platform became significantly more approachable for small business users.
We tested the redesigned experience with 4 small business customers and 3 users of competitor MDM platforms. Participants consistently perceived the redesigned interface as significantly more intuitive and approachable. Improvements in layout, labeling, and workflow clarity helped users discover features they had previously overlooked.
Redesigning Verizon’s MDM platform demonstrated how impactful thoughtful UX can be — even when core functionality remains unchanged. By simplifying navigation, modernizing UI patterns, and introducing guided workflows, the platform became significantly more approachable for small business users.
We tested the redesigned experience with 4 small business customers and 3 users of competitor MDM platforms. Participants consistently perceived the redesigned interface as significantly more intuitive and approachable. Improvements in layout, labeling, and workflow clarity helped users discover features they had previously overlooked.
Redesigning Verizon’s MDM platform demonstrated how impactful thoughtful UX can be — even when core functionality remains unchanged. By simplifying navigation, modernizing UI patterns, and introducing guided workflows, the platform became significantly more approachable for small business users.
View more projects
View more projects
Lakeside
Turning arbitrary data into actionable next steps
