Creating customer experiences for Google's first physical stores

Over 18 months, I worked with Google as it expanded its US store fleet and planned flagships in London and Tokyo. My work explored what a Google Store could be: how the brand could come to life physically, how AI could feel meaningful and engaging, and how new experiences could inspire curiosity while helping customers get more from Google.

My role included

• Developed a toolkit to guide strategy and creation of Google Stores.
• Designed and facilitated an executive workshop in Mountain View to shape the future direction of the store experience.
• Explored how Google’s AI capabilities could become compelling stories, interactions and experiences for customers.
• Worked closely with teams and customers across the US.
• Presented AI’s impact on the future shopper at Google HQ.
• Led an end-to-end CX project to create new in-store experiences for the upcoming Tokyo flagship.

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