AKQA
Verizon Express Store
A prototype-driven retail concept that tested self-service models in smaller, faster Verizon stores.
Verizon needed to test a new retail model: smaller footprints, lighter staffing, and faster service. I led the prototyping of the large wall experiences and self-service kiosks, owning the interaction patterns, flows, and hands-on experimentation required to create something usable in a physical environment.
We built a full-scale prototype store in the office, rebuilt it in a warehouse, and eventually took it into market. The hardest parts were aligning hardware constraints with digital intent, syncing flows with back-end and point-of-sale systems, and maintaining a fast loop with design and retail operations.
The pilot showed that key transactions could move to self-service touchpoints, opening the door for new store formats and more flexible retail investment.