Creativity
Communication
Culture
YANCEY
Designing an omnichannel Amazon experience that unites unboxing, community, and sustainability
Challenge
Missed deliveries, excessive packaging waste, and impersonal pickup options make last-mile logistics frustrating for many Amazon customers. The challenge was to create a branded, offline experience that not only solves these pain points but also deepens Amazon’s relationship with its users—through a physical space people genuinely want to visit.
Process
I led the concept development and experience design of Amazon Café—a 24/7 physical destination where customers can pick up packages, enjoy coffee, and interact with the Amazon brand in a relaxed, thoughtfully designed setting. We created detailed service blueprints, user journeys, and 3D models of the space to visualize the entire experience.
Result
The café includes designated pickup and unbox areas, fitting rooms for trying on purchases, ambient lounge seating, and a seamless return process. Customers can explore and test products, browse exclusive Amazon merchandise, and even leave packaging waste behind for professional recycling.
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Creativity Communication Culture