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Problem
Approach
Understanding
Direction
Phase 1
Phase 2
Reflection

Verizon Console
Behind every live channel, scheduled program, and content update is an internal tool used by programming and teams. While invisible to customers, this tool directly shaped what appeared on screen across Fios platforms.

RoleClient ResponsibilityDurationProduct DesignerVerizonDesign & Strategy2023-2024
PROBLEM The tool had grown fragmented. Different workflows lived across disconnected views and legacy patterns. 
New users struggled to onboard. Existing users relied on memory and workarounds.

The opportunity wasn’t just to redesign screens. It was to create clarity inside a system that runs daily operations.
Our team began by challenging assumptions and understanding real users' experiences
UNDERSTANDING
The console needed to support multiple teams managing high-risk, time-sensitive content.


“We have to pull from multiple places just to onboard one channel.”
Two teams relied on the console daily — one onboarding channels, the other troubleshooting issues.

But data lived across different sources, and key tasks were tedious and manual.



We documented 4 ways teams use console today. This revealed that both the channel onboarding team and frontline support team depended on the same tool but often had to pull data from multiple sources to complete routine tasks. 

Confirming channels were live, applying updates, and filtering by device or region required manual steps and cross-checking across systems, making clarity and visibility critical for time-sensitive work.
This surfaced a key direction:Create a centralized operational dashboard that supports how teams actually manage content.
PHASE 1
Delivering a more usable experience managing the workplace for everyone.

It needed to be easily scannable and filterable, since most daily use centered around creating and updating channels.


Data also had to be broken down by how networks and devices transmit video and voice. We introduced tabs for QAM systems, QAMless systems, and Fios (Verizon’s QAM setup) so teams could quickly view and manage the correct channel data by transmission type.



SBO (sports blackout)
An SBO occurs when a channel is taken over by a live game that is airing so their normal content isn’t viewable.

This function existed in the existing Console for VOD content so was our role to make the same function as seamless for linear.




CLLI Codes
A CLLI code is a unique code that represents a physical location for a network site and they vary across channels, devices, and areas.

PHASE 2
Delivering a more usable experience for frontline support teams.
This dashboard focused on helping support agents quickly field calls and report channel issues. Because the team was large and had high turnover, we also introduced a simple onboarding flow to help new agents learn the linear Console tool faster.
Onboarding flow
The team and I proactively created an onboarding flow for the support team to implemented by inferring by the interviews of how many of them have to jump into this tool and us this.
What I learnedThe Console was largely a mystery at the start.
Without direct access, we had to quickly synthesize walkthroughs, recordings, and stakeholder input to understand how teams actually used the tool. That ambiguity forced us to stay adaptable and focus on the workflows that mattered most to both network and support teams.
Designing for a system we couldn’t fully touch meant listening closely, validating often, and simplifying where clarity was needed most. Those constraints ultimately shaped the solutions and helped us prioritize what would make the tool more usable day to day.

Today, the redesigned Console is actively used by Verizon. While formal efficiency metrics aren’t yet available, ongoing client check-ins have reflected positive sentiment and confidence in the improvements.