Verizon Express Stores
What you want, at the speed you want it
Verizon Express gives customers the choice of fast and convenient service over the long wait times and high pressure at traditional stores.
I led a multi-disciplinary team in presenting how the store delivers on the promise – a careful choreography between the customer, employee, physical space, and digital touchpoints, enabling a revolutionary experience that feels like magic.
An elegant harmony between people, product, and tech
Watch the following case study video.
Establishing a digital retail platform
From all of our experience designing for Verizon stores, the Express Store was the catalyst that let us establish our platform and design system for all digital touchpoints going forward. This then translated 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.
After briefing the team, I summarized it with…
“This will be something between a hackathon and a magic show.”
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. Check out those laminated persona cards!
Our client team built a fully functional mock store in a warehouse where we tested, refined, and presented the concept to Verizon’s CEO.
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
40% faster transactions than traditional store formats.
Pick-up orders down to four minutes or less.
Oh, and we won an award.
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.
Can’t say it any better than this
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! ”
— Google Review of Seattle Express Store
“The speed and efficiency of service was unbelievable. I would 100% recommend this location.”
— Google Review of Seattle Express Store
“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.”
— Google Review of Seattle Express Store
“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.
— Google Review of Seattle Express Store
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