T-Mobile Buy Online, Pick Up in Store Experience

Sep 9

Designed an integrated Buy Online, Pick Up in Store (BOPIS) experience for T-Mobile, incorporating a customer support app, digital kiosk, and voice AI for seamless customer interactions. All designs on this page have had branding elements removed.

The Ask
Develop a comprehensive BOPIS strategy for T-Mobile that integrates digital and physical touchpoints to enhance customer satisfaction and efficiency.

The Impact
Our innovative BOPIS solution led to our selection as T-Mobile’s preferred innovation partner, showcasing our expertise in enhancing retail experiences and setting a foundation for future collaborations.

My team designed a Customer Care App for the retail store staff. This app helps them keep track of customer appointments, personal details, and information about customers' family members. This way, our staff can better understand each customer's needs, leading to a more personal and practical service experience.

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Customer Care App

Customer support tool for the retail store staff

Key Features

Appointment Management:

Enables staff to schedule and manage customer appointments efficiently.

Digital Kiosk+Locker Integration:

Seamlessly work together with the Kiosk+Locker to enable customer’s smooth pick up experience.

Personalized Service Suggestions:

Offers tailored service options based on customer profiles.

Zero-Wait Self-serve
Kiosk & Locker

I led designing a self-serve kiosk, locker and in-store experience that allows customers to reserve, modify their orders, and even unlock their product locker without waiting in line - offering a seamless and stress-free pickup experience.

Coupled with in-store assistance for phone setup, data transfer, and product learning, all while customers relax at the M-Mobile in-store café, this solution transforms the conventional retail pickup process into a more pleasant and efficient experience.