Verizon
Scaling In-store services with cross-channel experiences
Problem Statement
Verizon’s in-store experience relied heavily on staff to help customers with device issues and services, which created inefficiencies and made it hard to scale. At the same time, existing touchpoints didn’t connect to real-time device diagnostics, limiting the ability to offer simple, self-service experiences.
Goals & Objectives
Expand in-store services with self-service experiences
Enable independent device diagnostics for customers
Reduce staff dependency for basic support
Research & Insights
Clear guidance improves self-service adoption and confidence
Users prefer using their own devices rather than staff handling them
Step-by-step flows increase completion rates
In-store kiosks are underused as service touchpoints
Approach & Strategy
The goal was to expand Verizon’s in-store services by turning the kiosk into a clear entry point for self-service experiences. I designed a cross-channel flow connecting the kiosk with the customer’s mobile device using the MCE SDK.
Working within Verizon’s brand guidelines, I designed a clean and structured interface with a strong focus on clarity, hierarchy, and step-by-step progression. This ensured users could easily understand each stage of the process, including diagnostics and results, without technical knowledge.
The UI was designed to break complex services into simple, linear steps using clear visual structure and progressive disclosure. This helped reduce cognitive load and made the experience easier to complete independently.
Customers first scan a QR code to connect their phone to the kiosk session, then select a service such as Troubleshoot, Device Check-up, or Trade-in. The kiosk provides orientation and context, while the mobile interface handles the interactive diagnostic testing.
Journey Mapping
Final Designs
The final solution introduces a modular kiosk experience that acts as a gateway to a broader ecosystem of services. Each service is designed as an entry point into a shared diagnostic framework powered by the MCE SDK.
