What you want, at the speed you want it
Verizon Express Stores open the opportunity for customers to receive fast and convenient service over the long wait times and high-pressure sales at traditional stores. I co-led a multi-disciplinary team in developing from the ground-up, a digital-first new store format built on that promise — a careful choreography between the customer, employee, physical space, and digital touchpoints, enabling a revolutionary experience that feels like magic.
Establishing a digital
retail platform
The Express Store concept was the catalyst from which we established our retail digital platform and design system for all touchpoints going forward. This then expanded to digital experiences included within traditional stores as well.
Orchestrating all
the pieces
We planned and choreographed all aspects of the store, using hero flows and personas to act out different scenarios and present how the store worked differently.
A functional prototype
in 6 weeks
Under heavy pressure to present to our senior clients, our team got to work designing, building and presenting all of the exemplary flows that demonstrated the store’s concept.
The whole thing included a total of 6 distinct digital products designed and built to work in concert with each other.
We converted a conference room into a wireframe store to test, refine, and workshop our concepts and designs with clients.
Pilots in Portland
Verizon piloted the new store formats in three stores in Portland Oregon where we collected real-world feedback from both employees and customers.
Results
The store concept was a huge success. There are now Express stores in Seattle, Denver, and San Fransisco. Verizon is planning to expand the model even more over the coming years. They were so pleased with our work, they honored our team with a VZ award.
40% faster transactions than traditional store formats.
Pick-up orders down to four minutes or less.
Oh, and we won an award.
Real Customer Quotes from Google Reviews
“They were able to answer all of our questions in an expedited manner, so we were in and out in less than 30 minutes. Fastest Verizon experience I’ve ever had!”
“The speed and efficiency of service was unbelievable. I would 100% recommend this location.”
“The new Express concept is really neat. The monitors and big interactive screen in the back of the store make this an exciting store. I was in and out of there in no time.”
“The idea of getting out of a cell phone store in under thirty minutes is not what I was expecting. Customer service was like 1000 out of 10.”
