Verizon Express Store
Overview
A digitally-enabled store that saves customers time.
Experience Lead: Robert Dalton, Banning Rowles
Product Manager: Allison McKaney
Architectural Design: Kambiz Hamati, Mike Russo, Richard Edwards, Aya Fujimori, John Cates
Architectural Graphic Design: Kristie Lee Fleming
Goals
Reduce operational and build costs
Expand our market reach, and defend our market position
Respond rapidly to business needs
Drive digital engagement
Challenges
Customers expect high-touch customer service from Verizon retail reps.
Customers go to stores to try and use products.
Design solution
Process
Business objective and goals.
Customer experience drivers.
Experience platform.
Experience pillars and insights.
Customer use cases.
Customer use case journeys.
Use case 1
Use case 2
Use case 3
Experience concept themes.
Theme 1
Try & Buy
An interactive digital playground that accelerates decision-making.
CX Drivers: Personal Touch and Control
Theme 2
Grab & Go
A digital ‘convenience’ store that streamlines path to purchase.
CX Drivers: Speed and Control
Theme 3
24/7
A store that empowers customers with total access and control.
CX Drivers: Control and Scale
Experience theme design schematic.
Theme 1
Theme 2
Theme 3
Self-serve kiosk: UX design
Use Case: Device purchase and trade-in
Use Case: Device search
Use Case: Guided device recommendation
Concept exploration.
Final design
The results (vs standard store)
Lower build & rent cost.
Lower staff costs.
Maintained gross adds.