Cellular Sales is the largest authorized retailed of Verizon Wireless products (cellphones and wireless service), operating over 500 stores throughout the East Cost and Midwest.
As a sponsored project at Savannah College of Art and Design, we were approached with an initial scope centered around an examination of the physical environment of the retail stores. After an initial overview of the stores, we realized that the physical environment was a manifestation of
deeper organizational breakdowns, and started delving deeper into the company culture and practices through observation, interviews and secondary research.
This research led to a deep understanding of Cellular Sales as an organization, and enabled us to go far beyond the original scope of the project. Hidden breakdowns were identified and used to define two key sectors of opportunity for the company, which were presented back to Cellular Sales at the close of the project.