Anniversary Credit Bonus Redemption
Designed a loyalty redemption experience for Verizon's largest prepaid brand. 25 million subscribers, three channels, one cohesive UX, shipped on deadline.
Project Overview
Straight Talk Wireless, Verizon's flagship prepaid brand with over 25 million subscribers, rewards long tenured customers with anniversary credits toward plan upgrades. The business goal was clear: give loyal customers a frictionless path to redeem that value. The UX challenge was delivering a single, coherent experience across three distinct surfaces with different technical constraints, different user contexts, and different stakeholders.
I joined the project to take full ownership of the design, audit what existed, fill the gaps, and ship.
Challenge
Straight Talk's prepaid customers, many of whom are cost conscious and shop primarily through Walmart, needed an eligibility and redemption experience that was immediate, transparent, and easy to act on. Ambiguity about whether they qualified, or friction at the point of redemption, would mean abandoned transactions and eroded trust in the loyalty program.
The design scope required:
A complete experience across the Straight Talk website, Walmart.com, and Walmart in store
Full edge case coverage: mid cycle customers, ineligible plans, first time redeemers, and already redeemed states
A reusable component system aligned to the Verizon Brands Design System
Executive ready materials to secure stakeholder sign off before development
Strategic Approach
1. Audit and Gap Analysis
Reviewed all existing Figma files and catalogued every screen against the full scope needed
Identified missing flows, undocumented decisions, and uncovered edge cases
Created a gap analysis that became the project's source of truth going forward
2. Multi Channel Flow Design
Designed complete end to end flows for all three channels, each with distinct entry points, constraints, and UX requirements
Straight Talk website: eligibility banners, redemption modals, confirmation and error states
Walmart.com: integrated into the e commerce checkout flow without disrupting the Walmart purchase path
Walmart in store: simplified messaging designed for both the customer and the store associate at the register
3. Component Library Build
Built a reusable Figma component library standardized across all three channels
Aligned to the Verizon Brands Design System to ensure the work could be maintained and extended for future loyalty touchpoints
4. Executive Alignment and Delivery
Created the strategic slide deck for non designer leadership, translating UX decisions into business impact language
Led the executive facing review that secured final approval
Directed a second designer during a 48 hour final sprint, coordinating scope and maintaining design consistency under deadline pressure
Innovative Solution
Designed a redemption experience built around one principle: customers should know within seconds whether they qualify, and have a clear single path to act on it.
Simplified eligibility messaging above the fold, no hunting, no ambiguity
Single step redemption flow for eligible customers, no wizard, no unnecessary friction
Upgrade path embedded directly into ineligible plan states, turning a dead end into a conversion opportunity
Associate facing language layer for in store, designed to work for both the customer and the store associate simultaneously
Measurable Impact
3 channels designed and shipped simultaneously to production, October 2025
25M+ Straight Talk subscribers now have access to a redesigned loyalty redemption experience
Executive alignment achieved, all three channels approved at review without revision requests
Reusable component library ready to scale across future Verizon prepaid loyalty features
Key Leanings & Future Directions
Designing for Verizon's prepaid customer base demands radical simplicity, this is not a power user audience
Auditing before designing creates the documentation foundation that keeps cross functional teams aligned
Multi channel work requires designing the system, not just the screens
Future: post launch measurement of redemption rate, conversion lift, and program awareness among eligible subscribers
Conclusion
This project demonstrates my ability to take ownership of complex, multi surface UX challenges within a large enterprise environment, from audit to shipped product. Working within Verizon's brand ecosystem, I delivered a loyalty experience that serves one of the largest prepaid subscriber bases in the US, on deadline, with executive alignment and a scalable component foundation.