FedEx Office approached Interbrand Design Forum to do a retail design for them after their purchase of the Kinko’s chain of copy stores in 2003. By 2007, they were ready to rename the outlets FedEx Office. Along with the rebranding, they wanted to do a redesign of the interior spaces. Over the years they had become cluttered with retail products. Consistency in the layout and design was absent; each one looked different across the country. After a brainstorming session with the client, we developed a design and branding filter. Both sides agreed to it, creating a common understanding of what the design should convey once it was complete.

One of the research tasks we completed was going to multiple cities around the country to interview FedEx users. As our research team interviewed them, the design team was sketching concepts based on customer feedback. At the end of the interviews, the designs were presented to the consumers for their feedback. The ones that received the most favorable responses were moved forward and incorporated into the initial concepts for the design.

The main entrance sketch for FedEx Office. The linework as done with pen and ink on paper, then the color added in Photoshop.

This sketch shows the wayfinding and self-service station on the right, and the main counter on the left. The logo on the ceiling, which FedEx refers to as the Beacon, enables people to find the self-service area no matter where they are in the store.

The self-service sketch for FedEx Office. The linework as done with pen and ink on paper, then the color added in Photoshop.

These are the menu boards created to fit within the space. They are color-coded to the wall colors, allowing people to know at a glance where they need to go to find certain services. This improves the speed at which customers can get in and out of the space, which was important to the customers we interviewed.

A design drawing sketch for FedEx Office. The linework as done with pen and ink on paper, then the color added in Photoshop.

These drawings were created to provide an understanding of the design of new furniture for FedEx Office. They were handed over to the architects who were able to price them out and make suggestions to improve the designs and reduce their costs.