As a member of the Experience Design team at Katzenbach Partners, I worked very closely with our management consultants on the Retail Experience Project for T-Mobile.

The deliverable consisted of two parts: Part 1 presented findings on the qualities of exemplary frontline employees which were integrated into the training of all store associates; Part 2 consisted of recommendations on improving the consumer experience, ranging from the immediately executable to the radical "Why Not?" ideas.

Responsibilities: Design, illustration, user research, concept development

Part 1: Exemplar Study

Part 2: Exploring the Future