Verizon is an American telecommunications company which offers wireless products and services. Verizon Wireless is the largest
wireless telecommunications provider in the United States. Verizon has over 2,330 stores all over the United States.
wireless telecommunications provider in the United States. Verizon has over 2,330 stores all over the United States.
The concept was to redesign the whole Verizon POS retail store experience to reduce the transaction time and to reduce the inventory costs without sacrificing sales or customer experience. The project was in collaboration with AKQA design studio.
Concept
To conceptualize and prototype Endless Aisle which will allow verizon / non-Verizon customers to browse and buy products that are available / not available in Verizon’s next-gen stores. Idea was to reduce the waiting time in verizon stores and to reduce the transaction time.
The whole store experience was changed from digital products to physical spaces.
The whole store experience was changed from digital products to physical spaces.
My Role
Was involved in the research and ideation process and responsible to create intuitive experience. Worked closely with the front-end development team.
Tools Used
Sketch, Adobe Illustrator,Invision App, Adobe Photoshop, After Effects
Analysis and Proposal
The existing customer experience inside all the Verizon store was studied by interviewing Verizon customers and Representatives. A simple customer journey was designer to understand the steps of a customer from buying a phone in the store to going again to the store to get it upgraded.
Customers come to store for various purpose like to upgrade phones, upgrade plans, buy accessories and each of these journey were analysed and we found out that mostly verizon and non-verizon customers come to stores to buy accessories and we find out opportunities where the experience can be improved.
Some non-verizon users were interviewed as to understand why they usually go to verizon stores
The overall objective was to give a seamless transition between the physical and digital shopping experience
Customers come to store for various purpose like to upgrade phones, upgrade plans, buy accessories and each of these journey were analysed and we found out that mostly verizon and non-verizon customers come to stores to buy accessories and we find out opportunities where the experience can be improved.
Some non-verizon users were interviewed as to understand why they usually go to verizon stores
The overall objective was to give a seamless transition between the physical and digital shopping experience
Proposed Experience in Verizon Stores
- All the Accessory section will be digitized so he can browse any accessory from single place
- No need for the customer to wait in queues, he can scan, pay and leave the store
- If a product is not available at the store he can simply ship it to his address
- Non-verizon customers don't have to create accounts to buy a product, they can simply browse, scan, pay and leave the store
App Map (Information Architecture)
The App flow was divided into two sections
Shop Accessories: Here the users can browse accessories and have a look at all the available products. Non-verizon users were given guest checkout to make the transaction easier for them.
Scan Accessories: Here the users can simply scan the products that they wish to buy and pay with their card and leave the store. They don't have to wait in queue or they don't need verizon reps to assist them.
Shop Accessories: Here the users can browse accessories and have a look at all the available products. Non-verizon users were given guest checkout to make the transaction easier for them.
Scan Accessories: Here the users can simply scan the products that they wish to buy and pay with their card and leave the store. They don't have to wait in queue or they don't need verizon reps to assist them.
Design Approach (App Screens)
Shop Experience: Customers can either browse all products or buy the one’s they want by scan> pay> and go.
Users can browse from number of accessories from the browse page. It includes from earphones to Auto Hum.
Transitions: Meaningful and intuitive animations are applied to give the application great experience.
Intuitive UI: Simple but intuitive and clear user interface makes it easy for the customer to take action
Product Page: User is shown one product at a time making it clear and easy for the user to take actions. “Scan it” option is provided here
Store Experience:
The idea was to enrich the whole shopping experience in the verizon stores. The verizon brand was totally changed.
Old Verizon Store
New Verizon Store (below image)
The goal was to make the customers feel the experience when buying or exploring products inside the store.
Results:
- Improved customer experience and customer satisfaction
- Number of customers visiting the store for accessories increased
- Reduced cost of store inventory
- Revenue from non-existing verizon customers increased