Paul Garber

Customers walking into any of the 700+ uBreakiFix retail stores were frequently met with an empty Front of House and more questions than answers. Leadership proposed a bold futuristic solution, but how would customers react?

Sales for protection plans had peaked, but one store in New Jersey always beat the market. Our team was tasked with figuring out their secret to success, and if a software platform could replicate it.

Our retail experience was functioning, but we were missing an opportunity to make customers feel welcomed and engaged. We set out on a journey to reimagine the customer experience, and get the numbers to back it up.

Executive stakeholders lacked a way to visualize the data they needed to make informed decisions. As my team dug into needs and use cases, we realized the opportunity was much larger than what another Power BI dashboard could deliver.

Our Figma component library had grown too large for designers to navigate by hand, so people started duplicating old projects instead — dragging along their bugs and repeating their structure. For our AI Hackathon, I led a team building a chat-based plugin that could assemble new pages from the library on command.

To boost leads for uBreakiFix stores in key regions, my team designed an out-of-home campaign mimicking a traditional smartphone launch, with increasingly unhinged posters and billboards driving customers to a countdown landing page at thesamephone.com.