The Challenge

As part of Verizon's award-winning Touchless Retail Experience, the business team identified an opportunity to better engage small business customers within the retail environment. Unlike traditional retail interactions that rely heavily on sales associate guidance, this experience needed to empower customers to independently explore a broad portfolio of products and services—including mobile plans, business internet, cloud solutions, and security offerings—through an intuitive, self-guided digital experience. This came as a solution at the height of Covid, born from the spirit of creating
a customer-first experience while simultaneously prioritizing the safety for our retail team members.

The challenge was to create an engaging and educational touchpoint that could simplify complex product information while maintaining consistency with Verizon's broader retail ecosystem and brand experience.

The Solution

Working as part of the retail team, I helped design the tablet-based digital experience that served as the centerpiece of the self-guided retail journey. Using Figma, I collaborated closely with product, UX, and retail stakeholders to develop an experience that balanced usability, discovery, and storytelling for small business customers.

Beyond the product design work, I led the creative direction, curation, and editing strategy for the motion content featured throughout the experience. Partnering with Verizon's in-house motion and brand imagery teams, I established visual guidelines and provided direction on content selection, pacing, color treatment, framing, and clip duration to ensure a cohesive and engaging customer experience across every category.

By approaching motion content as an integrated part of the product experience rather than a supporting asset, we created a more dynamic and immersive environment that helped customers better understand Verizon's business solutions through visual storytelling.

The Result

The final experience introduced a new model for customer engagement within Verizon retail, giving small business customers greater autonomy to explore products and services at their own pace. The tablet experience successfully integrated product education, brand storytelling, and motion design into a unified customer journey, helping expand the role of digital experiences within the retail environment.

Role

Senior Designer (Creative Lead for Motion Content & Visual Experience)