Verizon Next-Gen Store
Touchpoints
Verizon Digital Touchpoint
Store Experiences
Verizon Digital Touchpoint
Store Experiences
Verizon Digital Touchpoint
Store Experiences
Verizon Digital Touchpoint
Store Experiences
R/GA
Design Director
2022 — 2023
Verizon asked us to help reimagine their in-store retail experiences by seamlessly integrating various devices and platforms, including the My Verizon App, to elevate the customer journey from the moment they enter until leaving.
Through various touchpoints, both store reps and customers utilize devices to streamline assistance and decision-making. Devices adapt to real-life conversations and different moments of the journey, from: personalized recommendations, easily locating desired products, understanding purchasing options, comparing solutions, building their shopping carts with the best deals tailored to their needs, and help with setting up their purchases.
The new approach not only optimizes store operations but also enhances the overall retail experience, ensuring a seamless transition and satisfaction beyond their purchase and setting a new standard for customer engagement at Verizon.
â–¸ View Prototypes
Verizon asked us to help reimagine their in-store retail experiences by seamlessly integrating various devices and platforms, including the My Verizon App, to elevate the customer journey from the moment they enter until leaving.
Through various touchpoints, both store reps and customers utilize devices to streamline assistance and decision-making. Devices adapt to real-life conversations and different moments of the journey, from: personalized recommendations, easily locating desired products, understanding purchasing options, comparing solutions, building their shopping carts with the best deals tailored to their needs, and help with setting up their purchases.
The new approach not only optimizes store operations but also enhances the overall retail experience, ensuring a seamless transition and satisfaction beyond their purchase and setting a new standard for customer engagement at Verizon.
â–¸ View Prototypes
Verizon asked us to help reimagine their in-store retail experiences by seamlessly integrating various devices and platforms, including the My Verizon App, to elevate the customer journey from the moment they enter until leaving.
Through various touchpoints, both store reps and customers utilize devices to streamline assistance and decision-making. Devices adapt to real-life conversations and different moments of the journey, from: personalized recommendations, easily locating desired products, understanding purchasing options, comparing solutions, building their shopping carts with the best deals tailored to their needs, and help with setting up their purchases.
The new approach not only optimizes store operations but also enhances the overall retail experience, ensuring a seamless transition and satisfaction beyond their purchase and setting a new standard for customer engagement at Verizon.
â–¸ View Prototypes
Verizon asked us to help reimagine their in-store retail experiences by seamlessly integrating various devices and platforms, including the My Verizon App, to elevate the customer journey from the moment they enter until leaving.
Through various touchpoints, both store reps and customers utilize devices to streamline assistance and decision-making. Devices adapt to real-life conversations and different moments of the journey, from: personalized recommendations, easily locating desired products, understanding purchasing options, comparing solutions, building their shopping carts with the best deals tailored to their needs, and help with setting up their purchases.
The new approach not only optimizes store operations but also enhances the overall retail experience, ensuring a seamless transition and satisfaction beyond their purchase and setting a new standard for customer engagement at Verizon.
▸ View Prototypes
My role spanned from planning to delivery and in close collaboration with Verizon's in-house experience team.
My role spanned from planning to delivery and in close collaboration with Verizon's in-house experience team.
✷ Planning
- Defined ‘Must to have’ and ‘Good to have' features
- Considered features and technical limitations
- Took part and led ideation sessions and UX Workshops
- Gathered pain points and ideas from different teams
- Defined look & feel
✷ Design
- Closely worked with UX teams on user flows and overall experience
- Simple wireframes
- Low and high fidelity concepts for workshops and approval
- UX copy for mockups
- Multiple design options for approval process from different teams and leadership
- Interactive prototypes
- Helped establish design consistency across multiple device sizes and products
✷ Delivery
- Collaborated with motion, CGI artists, and engineers to develop high-fidelity prototypes to be presented to chief Verizon executives and user testing
- Extended VZ design system through Icons, grids, navigations, and typography to support new device sizing
✷ Collaboration
- Multiple rounds & channels of stakeholder approval, including legal
- Prioritized and negotiated features for launches and beyond
- Partnered with Apple, Disney+, ESPN+, Google and Hulu teams to curate featured content
- Worked across the design process with UX directors, motion designers, and copy writers
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Verizon's research showed that reps struggled with printed plan sheets and that it was a big pain point for customers, too. Key insights from these 1:1 interviews and employee surveys guided the improved experience:
Verizon's research showed that reps struggled with printed plan sheets and that it was a big pain point for customers, too. These 1:1 interviews and others guided the improved experience:
Verizon's research showed that reps struggled with printed plan sheets and that it was a big pain point for customers, too. These 1:1 interviews and others guided the improved experience:
Verizon's research showed that reps struggled with printed plan sheets and that it was a big pain point for customers, too. These 1:1 interviews and others guided the improved experience:
Verizon's research showed that reps struggled with printed plan sheets and that it was a big pain point for customers, too. These 1:1 interviews and others guided the improved experience:
"I want to feel confident"
Simplified moments that educate
Inform
"I want to feel valued"
Personalized moments that recognize
Recognize
"I want to be in control"
Guided moments to build confidence
Empower
"I want to be inspired"
Captivating moments that inspire
Engage
"I want to feel confident"
Simplified moments that educate
"I want to feel valued"
Personalized moments that recognize
"I want to be in control"
Guided moments to build confidence
"I want to be inspired"
Captivating moments that inspire
"I want to feel confident"
Simplified moments that educate
"I want to feel valued"
Personalized moments that recognize
"I want to be in control"
Guided moments to build confidence
"I want to be inspired"
Captivating moments that inspire
"I want to feel confident"
Simplified moments that educate
"I want to feel valued"
Personalized moments that recognize
"I want to be in control"
Guided moments to build confidence
"I want to be inspired"
Captivating moments that inspire
"I want to feel confident"
Simplified moments that educate
"I want to feel valued"
Personalized moments that recognize
"I want to be in control"
Guided moments to build confidence
"I want to be inspired"
Captivating moments that inspire
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We picked up on important exisiting visioning and store maps and teamed up with Verizon to continue and refine the work.
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We collaborated with Verizon's experience team to refine their pitched concepts while keeping in the original spirit.
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At every stage we asked ourselves if a change or feature brought us closer to our goals and success.
A unified experience that pairs personalized digital tools with knowledgable reps to provide confidence for customers and empowerment for reps.
A unified experience that pairs personalized digital tools with knowledgable reps to provide confidence for customers and empowerment for reps.
A self-guided experience for customers to easily learn, understand and see the value in Verizon's offerings.
A self-guided experience for customers to easily learn, understand and see the value in Verizon's offerings.
A simple and efficient experience for customers going through the mobile "setup and activate" process
A simple and efficient experience for customers going through the mobile "setup and activate" process
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After defining features for a MVP through workshops with key stakeholders, we interwove device moments in close partnership with Verizon's engineering teams to determine limitations and abilities.
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We began iterating on wireframes while finalizing our user flows. We leaned into Verizon's original vision of a tactile interface and found inspiration in simple interactions that users would enjoy using.
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We consulted Pentagram when incorporating the latest brand evolutions in the VZ Retail 3.0 library, including the Ultra Gradient and regular title type weights.
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Early design discovery helped establish the overall feel and positioning of the unique 27" touch device.
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A system of simplified Attract screens for confident wayfinding was made to accomodate multiple manufacturers and verticals within Verizon.
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The authenticated welcome experience uses personalized, guided browsing to highlight the most relevant solutions and deals.
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The Plan Builder is an important Verizon touchpoint and receives a special attract screen with the option to showcase new offerings.
The Plan Builder is an important Verizon touchpoint and receives a special attract screen with the option to showcase new offerings.
The Plan Builder is an important Verizon touchpoint and receives a special attract screen with the option to showcase new offerings.
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Verizon's partners helped curate quarterly rotating content to inform customers of the latest offerings and value behind plans.
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We offered 3 versions of the perk overlays with varying levels of maintenance effort. Displaying additional content is meant to further educate and inspire customers.
High LOE
Medium LOE
Medium LOE
Medium LOE
Low LOE
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Accessed by the top navigation and by multiple entry points throughout the experience, the Builder helps customers feel in control and workshop their plans.
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Customers could also be guided to a plan with a short 5-question quiz. This template was also leveraged for Device Setup flows, where users could activate their devices with minimal specialist support.
