Some customer moments deserve more than 'ticket closed.'
I gave agents the tools, time, and permission to act on meaningful customer moments without scripting the humanity out of it.
Read the case studySquare · Service Design · Customer Experience
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Neon take-out sign in a dark window
White neon sign saying Take Out with an arrow pointing right
Temporary infrastructure. Hundreds of thousands of people. Payments still had to feel ordinary.
At Coachella and Stagecoach I was on site from setup through three show weekends and teardown, adapting the deployment so payments could disappear into the event.
What shipped
A window into the design, from zero to now.