The point-of-sale app on a tablet, showing the current promotions screen

Point of Sale

Product & Platform
Wireless retail POS app
Timeline
2016 - 2018
Impact
Launched across 850+ Verizon stores, improving checkout speed by 80% and service efficiency by 40%

The Cellular Connection (TCC) is the largest Verizon-authorized retailer in the U.S. In 2016, TCC began developing its first in-house digital product—a tablet-based point-of-sale system to replace fragmented legacy tools. I joined as the first UX/UI designer, leading the end-to-end design of the product from early concept through nationwide launch in a startup-like environment.

*Confidential information has been omitted or redacted. The designs shown do not represent the final production product.

Context & Problem

TCC stores relied on two disconnected POS systems—one for Verizon services (devices and plans) and another for TCC-operated accessories and third-party products. This fragmentation created significant operational and business challenges:

  • Slow checkout

    Sales Consultants manually transferred information between systems, increasing transaction time.

  • Scattered customer data

    No unified view of customers, limiting cross-sell and upsell opportunities.

  • Limited functionality

    Consultants relied on personal tools or workarounds to complete tasks.

  • Lack of mobility

    Desktop-only systems restricted in-store interactions and flexibility.

Learn Users & Sales

I conducted in-store observations at 8+ locations, interviewed 20+ Sales Consultants, 10 Store Managers, and 3 Regional Directors, and participated in sales training to understand workflows and challenges. The primary users were 2,000+ Sales Consultants, with managers and regional directors as secondary users.

A sales consultant serving two customers across the counter of a TCC store

Key Insights

  • Sales Consultants frequently used personal phones for calculators, research, and messaging.

  • Consultants relied on workarounds (e.g., self-made Excel sheets) to compare plans.

  • Over 60% of customers were middle-aged or seniors, requiring clear guidance.

  • Top-performing consultants prioritized conversation flow over system navigation.

  • High-performing consultants consistently delivered exceptional customer service and identify new sales opportunities.

Challenge & Solution

The key challenge was how to support a wide range of sales and operational tasks while keeping the experience fast, intuitive, and scalable.

I drew inspiration from TCC’s “5 Steps to Serve a Customer” sales flow. The POS was designed to support this flow, with frequently used tools accessible at every step. Operational and administrative tasks were organized separately to keep the experience fast and intuitive.

  1. Approach and welcome customers
  2. Ask and listen to understand needs
  3. Recommend appropriate solutions
  4. Resolve additional questions or issues
  5. Close and invite customers to return

Information Architecture

The app's information architecture: guest service, promotions, customer profile, third-party services, store operations and helpful tools, each branching into its own tasks

Ideas for Layout

  • Layout concept A: a dark left rail of colour-coded task icons, with tabs above the work area
  • Layout concept B: a dark top bar for tools, a pale left rail of task icons, and tabs above the work area
  • Layout concept C: colour-coded task tabs in a white row under the top bar, with a dark tool bar along the bottom
  • Layout concept D: the colour-coded task tabs moved up into the dark top bar, with a dark tool bar along the bottom

Design Results

The check-in screen: a task rail on the left, helpful tools and the user account in the top bar, and the customer queue beside the check-in form
The plan comparison screen: four plan cards side by side, with the recommended one highlighted
The customer overview screen: plan, data usage, balance and customer cards, with upgrade prompts on the ones that need attention

Test & Verify

I created clickable prototypes to test different design concepts and gathered direct feedback from Sales Consultants in stores. Before launch, we conducted usability tests using real wireless activations and transactions, confirming that the system was intuitive, efficient, and ready for nationwide deployment.

Store staff gathered around a tablet under the Verizon sign, trying the app

Outcomes

In 2018, the POS app was successfully launched across 850+ Verizon TCC stores, serving 2,000+ Sales Consultants and receiving strong positive feedback from store teams and leadership. Key achievements include:

  • Fast checkout

    Order creation and checkout time reduced by 80%.

  • Efficient service

    Customer service time reduced by 40%.

  • Increased sales

    Unified workflows and integrated data generated more high-quality opportunities, driving sales growth.