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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.

— 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.

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

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.

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

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.

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.

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

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

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