Verizon Prepaid Instant Pay – UX Case Study Overview

1. Project Overview

• Type: UX/UI enhancement for prepaid payment flow

• Role: Senior UX Designer (team included 1 PM, 1 Senior Designer, led by a UX Lead)

• Tools: Figma, Lookback, Maze, analytics tools

• Goal: Make it fast and easy for users to add prepaid funds without signing in. Support multiple payment methods and introduce split payments.

2. The Problem

Key Issues

• Login Barrier: Users had to sign in—frustrating when they’re in a rush.

• Limited Payment Options: Only refill cards and credit/debit cards were accepted.

• No Split Payments: Users couldn’t combine payment methods.

User Pain Points

• Speed Matters: Users often need to top up quickly (e.g., to restore service).

• No Sign-In Preferred: Users want fast, secure transactions without logging in.

• Payment Flexibility: Users expect Apple Pay, PayPal, etc., to be available.

• Budgeting Needs: Some users prefer splitting the payment across multiple methods.

3. Research Insights

• User Interviews & Surveys: Showed desire for no-login flows and trusted payment options.

• Usability Testing: Identified confusion around flow and payment method selection.

• Competitive Analysis: Confirmed trends toward mobile-first design, wallet support, and visual feedback.

Key Takeaways

• Trust + Speed = Conversion

• Offering multiple payment methods builds confidence

• Visual cues (animations, confirmations) boost user trust

4. Design Challenges & Solutions

No Sign-In Flow

• Challenge: Make it feel secure without login.

• Solution: Use simple phone number input, visual trust cues, and optional one-time code.

New Payment Methods

• Challenge: Add options like Apple Pay, PayPal without clutter.

• Solution: Use icons, short descriptions, and group methods visually.

Split Payments

• Challenge: Keep it clear and intuitive.

• Solution: Let users toggle between “Single” and “Split” mode, use sliders or fields to divide amounts, and show a summary.

Mobile Optimization

• Challenge: Most users pay via mobile.

• Solution: Vertical, touch-friendly design with minimal inputs and guided flow.

5. Design Process

User Flow & Journey Mapping

• From phone number → choose payment → confirm

• Early decision: single vs split payment

Prototyping in Figma

• Low-fidelity: Focus on clarity and layout

• High-fidelity: Verizon branding, secure feel, interactive payment selections

Microinteractions

• Smooth animations, real-time feedback, animated success screen

Testing & Iteration

• A/B tests for split payment UI

• Post-launch analytics showed:

  • Faster payment times

  • Lower error rates

  • Higher satisfaction

6. Final Flow Summary

Step 1: Account ID

• User enters phone number

• Inline error handling for quick fixes

Step 2: Payment & Amount

• Single Mode: Pick one method (Apple Pay, PayPal, card, etc.)

• Split Mode: Split across methods via slider or fields

• Visual summary of amount per method

Step 3: Confirmation

• Smooth loading animation

• Success screen with checkmark, amount summary, and receipt/share options