Building the Future of Verizon Retail Store

The COVID-19 pandemic transformed retail, creating new challenges. Verizon invited employees to submit ideas to address these issues, receiving over 1,000 suggestions in two weeks. I formed a small team from the experience design org, and we executed our idea, winning first place.

My Role
Design Lead
Project Manager

Date
2021

Platform
Touch Screen Display
Desktop & Mobile Web
Mobile App

The Challenge

Propose a tech solution using Verizon’s resources to help businesses adapt quickly and positively impact the community.

The Solution

We developed a Verizon mobile store that allows customers to self-serve and maintains social distancing. This solution ensures safety while providing convenient and efficient service.

 

Opportunities

 

Target Audience

We worked closely with the business team and user researchers to gather data metrics and conducted independent research using sources like Gartner and Statista.

 
 

Personas

We focus on UX accessibility to make sure our digital products are usable by everyone, including those with disabilities. This helps businesses reach a broader audience, boosts user satisfaction, and supports social inclusion while promoting ethical and innovative design.

 
 

Brainstorming

We started by brainstorming many potential solutions with divergent thinking. Then, we used convergent thinking to evaluate and refine these ideas, focusing on feasibility and impact, to find the most effective solution.

 

Concept Idea 1:
A virtual specialist is available to assist customers while they wait for support from store representatives

Concept Idea 2:
A portable locker designed for convenient pickups, suitable for both urban and rural areas

 

Concept Idea 3:
A mobile store providing complimentary Wi-Fi, customer support, device assistance, order pickup, and bill payment services

 
 

Prototypes

To create a digital prototype, we partnered with our 3D designer, Alexis Treviso to bring the MVP to life through detailed 3D renderings. This collaborative effort allowed us to effectively visualize and refine the product, ensuring it met our design specifications and user needs.

 

Design Iteration (Second Draft)

 

Final Design Concept

 

FEATURE

Queue and Wait Time Display

The screen provides real-time updates on queue status and estimated wait times to help customers anticipate their wait.

 
 

FEATURE

QR Code Integration

QR code displayed next to the queue screen enables customers to scan and reserve their spot through their mobile device and service options.

 

FEATURE

Self-Serve Kiosk

The kiosk enables customers to independently handle tasks such as billing, payments, shopping, and accessing live virtual solution specialists

 
 
 

Impact

The project will reduce store congestion and expand Verizon's presence by integrating advanced technologies like 5G and IoT, enhancing customer experiences and operational efficiency while ensuring data security and sustainability​.

 
 

Design Phases

The design phases progress from developing a core MVP, refining it with user feedback in initial releases, expanding features in subsequent versions, optimizing for scalability and performance, to continuous innovation and adaptation in mature product stages.

 
 

What’s Next?

After several weeks, our concept was chosen as the winner out of more than 1,300 submissions. The next step is to move forward with the development and implementation. The project has been featured in the news and will be launched by Verizon, representing a major milestone in its rollout.

Play the video below :)

 
 

What I’ve Learned

  • Combining a great idea with your dream team and a carefully planned strategy enhances its power.

  • Show empathy, understanding, and support for users at all times.

  • Gather as much feedback as possible to continually enhance a product design.