Building the Future of Verizon Retail Store
When the COVID-19 pandemic disrupted daily life, retail businesses faced an unprecedented challenge: how to maintain customer service while ensuring safety. Verizon, always at the forefront of innovation, saw an opportunity to lead. They launched the Build the Future Challenge, inviting employees to submit ideas that could help businesses adapt to the new normal. Over 1,000 ideas poured in within two weeks.
As a designer passionate about user experience, I saw this as more than just a competition—it was a chance to make a real impact. I quickly formed a small, agile team from the experience design organization. Together, we brainstormed ways to use Verizon’s vast resources to create a solution that was both practical and scalable.
2021
Touch Screen Display
Desktop & Mobile Web
Mobile App
The Challenge: A New Retail Landscape
Our mission was clear: develop a tech-driven solution that would empower businesses to operate safely while maintaining a positive customer experience. The stakes were high; businesses needed to adapt rapidly, and the right solution could mean the difference between survival and closure.
The Solution: A Self-Serving Verizon Mobile Store
After extensive brainstorming and research, we developed a concept that reimagined the traditional retail store: a Verizon mobile store with self-service capabilities. This idea allowed customers to complete their transactions independently while adhering to social distancing measures. The key components of our solution included:
Research & Development
To validate our idea, we worked closely with the business team and user researchers, gathering data from industry leaders like Gartner and Statista. We also conducted independent research to understand shifting consumer behaviors and expectations in a post-pandemic world.
Data from industry leaders like Gartner and Statista
Personas played a crucial role in our design process. By understanding the diverse needs of Verizon customers, we ensured that our solution was not only technologically advanced but also user-friendly and accessible to all.
Prototyping & Design Iteration
To bring our concept to life, we partnered with our 3D designer who develop a digital prototype. Through detailed 3D renderings, we visualized and refined the product, ensuring it met our design specifications and user needs.
Concept Ideas
Key Features
Queue and Wait Time Display: The screen provides real-time updates on queue status and estimated wait times to help customers anticipate their wait.
QR Code Integration: A QR code displayed next to the queue screen enables customers to scan and reserve their spot through their mobile device and select service options.
Self-Serve Kiosk: The kiosk enables customers to independently handle tasks such as billing, payments, shopping, and accessing live virtual solution specialists.
The Victory & Lasting Impact
Our dedication and innovative approach paid off—we won first place in the Build the Future Challenge. But beyond the accolades, the true reward was seeing our idea come to life. Verizon implemented self-service kiosks in retail stores, making customer interactions safer and more efficient. The proceeds from this initiative were donated to COVID-related charities, reinforcing Verizon’s commitment to social responsibility.
Future Opportunities & Expansion
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. The design phases progress from developing a core MVP, refining it with user feedback, expanding features in subsequent versions, optimizing for scalability and performance, to continuous innovation and adaptation in mature product stages.
Design Phases
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.
📝 Takeaways
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.