Best Buy Future State Wayfinding Experience Strategy

As a part of the Customer Experience Strategy team, our goal was to envision experiences 3 to 5 years out. This project, taking place in 2015, was part of a larger initiative to define what the ideal Best Buy Experiences would be in 2020. After ideating and validating the most important focus areas of our experience with customers, our first priority was enhancing wayfinding capabilities at Best Buy. This project also focused on strengthening our omnichannel experience and understanding how digital experiences can play a larger part in our stores. The following are examples from the Customer Journey Story, which highlights key concepts we were proposing for our experience. I acted as Lead Storyteller, Illustrator, and I developed the concepts based on our research findings.