Meta Store

In 2022, Meta launched its first owned brick and mortar retail store. Meta Store embodies the gold standard for Meta retail with immersive customer-centeric product demos and a high-touch service model.

Working with a lean core team, I helped design Meta Store. As the Customer Experience Design Lead, my core responsibilities included defining the end-to-end customer journey, service blueprint and the product experiences within the environment. In launching Meta store, I worked through an extensive and complex array of ambiguous challenges, collaborated with and led 10+ external agencies and 50+ internal XFN partners to ideate, design, build consensus, gather input, prototype and user test from concept to execution. This work spans physical/digital mediums (physical store, digital displays, mobile experiences, service interactions) and goes across all product verticals.