Verizon wanted to streamline the customer experience and operational costs of its stores. For a "digital first" company, its hardware and user experience were outdated and cumbersome, resulting in falling utilization, Net Promoter Scores, and increased sales rep reliance. 

We created a new service model called the Express Store. We planned and choreographed all aspects of the Verizon Express Store, using hero flows and personas to act out different scenarios and present how the store worked differently. I was responsible for 2 of the six specific digital products. Kiosk and Endless Aisle XL.

Collaborated in 2019, as a Senior Product Designer with AKQA.