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We helped Comcast to transform their Customer Service Centers from a pure account serving to a more innovative and engaging retail-focused experience. EXPLORE, CONNECT & ENJOY were fundamental concepts to design the customer experience. The new design incorporated product displays, demo areas, distinct service zones and a greeter station that can double as a service counter.
Wait times were alleviated through the use of a name-based queuing system, allowing customers to freely explore the store, its hands-on demos and to enjoy XFINITY content via Wi-Fi. The layout strategy helped to change the employees’ mindset, encouraging them to engage customers with demonstrations, sales & retention activities.
We created store guidelines to align over 550 Service Centers. As a result, store signage, communications, employee culture and signature elements create brand and experience consistency. The store standards easily conform to multiple layouts and sizes, providing the appropriate balance of sales and service.
Creative Director: Brendán Murphy, Mike Sloan.

Retail/Experience Designer: Leonor Montes de Oca, Adam Davidson, Sabrina Iorio.

Graphic Designer: Julia McGreevy.

Photographer: Albert Vecerka/Esto Photographics.
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- Collaborated in the audit analysis and experience map.

- Collaborated in design workshops with partner product communications firm.

- Concept direction and tiered store layouts for different levels of investment.

- Provided design recommendations based on store prototypes, customer and employee behavior research.

- Oversaw and helped produce the design intent drawings.

- Sourced materials and furniture specs.

- Reviewed construction drawings from architects, millwork and signage vendor.

- Developed and up-kept signage, store brand guidelines and store remodel budget guidelines.

Freelance, Full-time, Moonlighting
Leonor Montes de...
Experience Design & Commercial Interiors New York, NY