IMMERSIVE CUSTOMER EXPERIENCE WORKSHOP
Pizza Hut
Project Summary
Pizza Hut’s leadership needed new ways to re-engage digital consumers and modernize the pizza ordering experience. IBM co-hosted a full-day, hands-on workshop to envision an AI-powered, consumer-first future state, brought to life through an immersive physical and digital experience.
My Role
Creative Director — led concept, experience design, and end-to-end execution across physical touchpoints and digital storytelling.
Client / Team Context
Pizza Hut (YUM!) executive stakeholders partnered with IBM for an on-site workshop experience hosted in a WeWork environment.
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Challenge 1: Create a seamless workshop experience in a WeWork space with full-glass walls
Solution: Designed privacy and message-driven window decals that maintained confidentiality while turning transparency into a storytelling surface for key workshop themes.Challenge 2: Keep executives engaged throughout a multi-hour, hands-on session
Solution: Built a hybrid experience that paired a digital presentation for key demos with tactile materials, hand-drawn boards, printed booklets, and an 8-foot journey map, to keep participants moving and interacting.Challenge 3: Make the experience feel personal, memorable, and on-brand
Solution: Crafted high-touch details, from reserved parking signage to personalized pizza boxes, supported by Watson-powered journey storytelling across print and digital touchpoints. -
Digital & Presentation Materials
Interactive digital presentation
Journey map visualizing AI-enhanced ordering, fulfillment, and delivery
Watson-powered demo scenarios (ordering via Facebook Messenger, predictive staffing, real-time tracking)
Print & Physical Materials
Personalized pizza boxes (name-tagged for each client)
Printed booklets
8-foot wall journey map
Social media sentiment boards
Posters & hand-drawn boards
Window decals (privacy + messaging)
Reserved parking signage
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High engagement across all workshop phases through a guided, interactive experience
Clear communication of IBM’s cognitive commerce capabilities through tangible, story-led artifacts
Strengthened executive alignment around a modernized, consumer-first digital vision
High engagement across all workshop phases through a guided, interactive experience
Clear communication of IBM’s cognitive commerce capabilities through tangible, story-led artifacts
Strengthened executive alignment around a modernized, consumer-first digital vision
The workshop experience helped reposition IBM from vendor to visionary, setting the tone for renewed strategy discussions and a future-forward customer experience direction.
