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Redefining the Verizon retail experience for a touchless world

When the COVID-19 pandemic hit, "business as usual" vanished overnight. Verizon launched the Build the Future Challenge to find tech-driven ways to keep customers safe without sacrificing service. Out of 1,300+ submissions, our agile design team took home 1st Place for a solution that bridged the gap between digital convenience and physical retail.

Redefining the Verizon retail experience for a touchless world

When the COVID-19 pandemic hit, "business as usual" vanished overnight. Verizon launched the Build the Future Challenge to find tech-driven ways to keep customers safe without sacrificing service. Out of 1,300+ submissions, our agile design team took home 1st Place for a solution that bridged the gap between digital convenience and physical retail.

Role

Design Lead & Project Manager

Client

Verizon

Timeline

2 Weeks (Refining Final Concept)

Platform

Touch Screen Display, Mobile App, Desktop & Mobile Web

Challenge

IndiCue had built a sophisticated ad-tech engine, but the platform’s interface looked like a generic technical tool. To compete globally and attract a major buyer, the company needed to move beyond "functional" and become a premium, trustworthy brand.

Challenge

The mission was to develop a tech-driven solution that empowered businesses to operate safely without losing the customer connection.

  • Safety vs Service
    Managing high-traffic retail environments while adhering to strict social distancing.

  • Rapid Adaptation
    Businesses needed a solution that could be deployed quickly.

  • Customer Anxiety
    Reducing friction and wait times for customers wary of indoor interactions.

Solution

Key Features

Key Features

Real-Time Queue Management

Digital displays providing live updates on status and estimated wait times to manage expectations.

"Scan-to-Wait" QR Integration

Contactless check-in allowing customers to reserve their spot and select service options via their own mobile devices.

Unified Self-Serve Kiosk

An all-in-one interface for billing, payments, and shopping, featuring Live Virtual Specialists for remote expert assistance.

The Process

Strategy, Data, and 3D Prototyping

Strategy, Data, and 3D Prototyping

Research

Validated the concept with Gartner and Statista data, combined with internal research on shifting post-pandemic behaviors.

Persona Design

Developed accessible UI patterns to deliver user-friendly solution for all Verizon demographics.

Prototyping

Partnered with a 3D designer to create high-fidelity renderings, visualizing the physical-digital integration before implementation.

From Concept to National Launch

From Concept to National Launch

The strategic design elevation turned IndiCue from a technical startup into a premier acquisition target for global streaming leaders.


The strategic design elevation turned IndiCue from a technical startup into a premier acquisition target for global streaming leaders.

1st Place Victory

Chosen as the top innovation out of 1,300+ employee submissions.

Operational Efficiency
Successfully reduced store congestion while increasing transaction speed via automated kiosks.

Social Impact
The initiative’s success supported Verizon’s commitment to social responsibility through COVID-related charity donations.

Future-Proofing
Laid the architectural groundwork for integrating 5G and IoT into future "Smart Store" environments.

Publications & Impact

Publications & Impact

A key part of turning this award-winning concept into a real-world success was building industry buzz and validation. Below are the core publications and professional recognitions that followed our win.

Verizon Newsroom
Reimagines the Retail Experience for a Safe Return”The official announcement, detailing how the self-service mobile store was one of three selected for global deployment.

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