Intuit TurboTax Retail and Flagship

At Tribune Tower, the historic facade and plaza offered a starting point for the visitor journey. The concept draws people toward an interior Forum, with concierge, coffee, shared work settings and protected consultation spaces supporting different reasons to visit.

Early studies tested circular geometry, planting and shared seating. As the design developed, limited natural light and ceiling constraints made lighting and overhead treatment central to the atmosphere of the room.

The Santa Monica concept extends the public character of the Third Street Promenade into a place for hospitality, learning and consultation. The Forum, lounge and shared settings give people ways to engage before a formal appointment, while more protected spaces support personal conversations.

A proposed discovery interaction connects physical controls, a printed takeaway and phone sharing. It explores how an encounter in the space could continue beyond the visit.

The Retail work translates the service ambition into formats that can repeat across different footprints. Wave 1 findings identified acoustic crossover, difficult intake, obscured concierge sightlines and insufficient staff support space. Wave 2 responds with a visible welcome, seated intake, protected documents and increasing privacy.

Shared screens and offset seating give the customer and expert a common focus. Planning for staff capacity, service flow and private conversation helps the experience hold together as the footprint changes.