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Verizon - Retail Companion & Personal Shopper

Industry

Retail UX/ AI

Client

Verizon

Service

UX/UI Design

Date

2024-25

Transforming the Verizon retail store into a collaborative, AI-powered plan-building experience for customers and store representatives using a 15' inch retail companion.

shape

— 01 — OVERVIEW



— 01 — OVERVIEW

What is
Retail Companion?

What is
Retail Companion?

A touchscreen kiosk on the collaboration table inside every Verizon retail store — enabling real-time, collaborative plan-building between customers and store reps.

THE CONTEXT

A unique in-store touchpoint

Retail Companion is a 1080×1920 portrait kiosk that physically rotates 180° on the collaboration table -facing the customer when they're exploring plans, and the rep when rep-led tasks are needed. Always live-synced to POS.

MY ROLE

Owning the UI/UX end-to-end

Senior UX designer responsible for end-to-end experience design. Designing, presenting to stakeholders, and collaborating with engineering and product throughout the SDLC, and of course evolving the Verizon Design System.

Senior UX designer responsible for end-to-end experience design. Designing, partnering with stakeholders, collaborating with engineering and product throughout the SDLC, and evolving the Verizon Design System.

THE ECOSYSTEM

Two devices, one conversation

Retail Companion syncs live with the rep's POS iPad. Plan changes, upgrade eligibility, and AI recommendations all flow in real-time between both screens, creating one seamless shared session at the table.

THE INNOVATION

Personal Shopper — AI-powered plans

I designed Personal Shopper, an intelligent quote that analyzes the customer's current plan, usage, household structure, and preferences to surface the best upgrade path with transparent, editable rationale.

THE CONTEXT

A unique in-store touchpoint

Retail Companion is a 1080×1920 portrait kiosk that physically rotates 180° on the collaboration table -facing the customer when they're exploring plans, and the rep when rep-led tasks are needed. Always live-synced to POS.

MY ROLE

Owning the UI/UX end-to-end

Senior UX designer responsible for end-to-end experience design. Designing, presenting to stakeholders, and collaborating with engineering and product throughout the SDLC, and of course evolving the Verizon Design System.

THE ECOSYSTEM

Two devices, one conversation

Retail Companion syncs live with the rep's POS iPad. Plan changes, upgrade eligibility, and AI recommendations all flow in real-time between both screens, creating one seamless shared session at the table.

THE INNOVATION

Personal Shopper — AI-powered plans

I designed Personal Shopper, an intelligent quote that analyzes the customer's current plan, usage, household structure, and preferences to surface the best upgrade path with transparent, editable rationale.

— 02 — STORE CONTEXT

Inside the
Verizon Store

Inside the
Verizon Store

Understanding the physical environment was essential. The collaboration table is the centerpiece of the store — and Retail Companion lives at its heart.

Actual architectural floor plan used during store research. Highlighted where the RC sits.

Every digital touchpoint inside the VZ store is strategically placed as per customer's retail journey. Retail Companion sits on the collab table.

We created a 3D scale model of the Verizon store — built for understanding planning and device placement. The highlighted piece marks the Retail Companion at the collaboration table.

—RC

—RC

—RC

—RC

Actual architectural floor plan used during store research. Highlighted where the RC sits.

Every digital touchpoint inside the VZ store is strategically placed as per customer's retail journey. Retail Companion sits on the collab table.

We created a 3D scale model of the Verizon store — built for understanding planning and device placement. The highlighted piece marks the Retail Companion at the collaboration table.

—RC

—RC

Actual architectural floor plan used during store research. Highlighted where the RC sits.

Every digital touchpoint inside the VZ store is strategically placed as per customer's retail journey. Retail Companion sits on the collab table.

We created a 3D scale model of the Verizon store — built for understanding planning and device placement. The highlighted piece marks the Retail Companion at the collaboration table.

Verizon Store 360

Verizon Store 360

— 03 — THE DEVICES

— 01 — OVERVIEW

Two screens,
One conversation

Two screens,
One conversation

Understanding the physical environment was essential. The collaboration table is the centerpiece of the store — and Retail Companion lives at its heart.

Retail companion in a Verizon store sitting on the collaboration table.

The usefulness of 180° rotation is that the customer gets full visibility and control of their plans, and the rep can set up the session or flip as and when required.

Customers can also use most of the non-login features on the Retail Companion independently.

Retail Companion (Customer)

180°

Point of sales - POS (Representative)

Retail Companion (Customer)

180°

Point of sales - POS (Representative)

0%

AI recommendation acceptance — vs 38% for rep-only verbal pitch

+0%

Plan upgrade completion increase after new


+0pt

NPS improvement post Personal Shopper AI feature launch

Projected annualized revenue uplift — 50-store US pilot

$ ^

0%

AI recommendation acceptance — vs 38% for rep-only verbal pitch

+0%

Plan upgrade completion increase after new


+0pt

NPS improvement post Personal Shopper AI feature launch

$ ^

$ ^

Projected annualized revenue uplift — 50-store US pilot

— 04 — RESEARCH & DISCOVERY

Grounded in
the store

Understanding the physical environment was essential. The collaboration table is the centerpiece of the store — and Retail Companion lives at its heart.

Customers want guidance — not a pitch
68% of in-store visitors came for human guidance, but 54% reported feeling "sold to." The device needed to feel neutral and customer-controlled to break the pattern.
Reps spend 40% of time switching screens
Toggling between POS, printed plan sheets, and verbal explanations destroyed conversation flow. A shared live screen kept both parties aligned — no repetition, no friction.
AI only trusted when contextual
Generic AI quotes tested with 72% negative sentiment. When recommendations cited a customer's actual usage history and tenure, trust scores jumped 41%.
Transparency creates better conversations
When customers saw their current plan details first, session length increased 26% and upgrade acceptance improved. Seeing real data seeded better dialogue.

Customers: When you first saw the kiosk, did it feel made for you or for the rep?

Framer is a no-code tool for building and publishing responsive websites—perfect for anyone creating modern, high-performance pages without coding.

https://framer.link/isaacdsign

Customers: When you saw your current plan displayed — how did that change the conversation with the rep?

Framer is fully visual with no code needed, but you can still add custom code and components for more control if you're a designer or developer.

https://framer.link/isaacdsign

Customers: The device showed a "Personal Shopper" recommendation. Did it feel like genuine advice or a sales pitch? Why?

This is a free, responsive FAQ section for Framer. Drop it into any project, customize styles and text, and use it to save time on support or info pages.

https://framer.link/isaacdsign

Customers: Was there a moment you felt more — or less — in control than you expected during the visit?

After duplicating, copy and paste the component into your Framer project. Then edit the questions, answers, styles, and animations as needed.

https://framer.link/isaacdsign

Reps: How has the collaboration table changed how you open plan conversations with customers?

Yes, absolutely. The component is built using native Framer tools, so you can tweak fonts, colors, spacing, animations, and layout however you like.

https://framer.link/isaacdsign

Reps: When the AI Quote appears, how do you introduce it? Does the rationale card help or complicate your pitch?

Yes, the FAQ component is fully responsive and adapts seamlessly to desktop, tablet, and mobile screen sizes.

https://framer.link/isaacdsign

Verizon Store 360

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