American
Express

Concession stands are a classic part of sporting and entertainment events. But they can also be a burden: wasted time in long lines means missing out on the action. What if there was a store where you could walk in, serve yourself, and walk out without exchanging cash or card with a cashier to get back to the event sooner?

Tasked with pioneering the contactless payment revolution and solving the #1 fan pain-point of long lines, ChaseDesign worked collaboratively with American Express, Momentum, BSE Global, and Levy Restaurants to create the American Express Shop at Barclays Center. Delivering a checkout-free shopping experience exclusively for American Express Card Members, and offering both concessions and merchandise items, the shop completely eliminated wait time and increased the average order size.

A project that started out as an idea, positioned American Express as an innovative brand with the ability to grow scale and interest globally, as well as accomplish several goals.

Leveraging our ability to design experiential environments based on our understanding of human cognitive and shopping behavior, we dove deeper into the real experience to uncover key insights: 94% of in-venue survey respondents noted they buy food & beverages in venues. 58% would spend more if they didn’t have to wait in lines. Forecast 2-4 minute dwell time vs. 15-minute average at concessions