For a major national retailer, I partnered with one other designer to reimagine the in-store checkout experience—balancing efficiency with personalization to support a modern, omnichannel future. Through a mix of shopper research, C-suite interviews, and co-design workshops, we developed multiple concepts that explored everything from self-return kiosks to high-touch personal styling journeys.

I led the design of visual storytelling assets, service blueprints, and key experience flows that helped internal teams align around a shared vision. Our materials translated abstract strategy into human-centered journeys that made innovation feel both grounded and achievable. The service models we created directly influenced the retailer’s national roadmap, with select ideas already implemented across stores.

This work helped leadership see innovation not just as a set of new technologies—but as a scalable shift in how the brand connects with its customers in-store.