Retail Design & Experiences | Summary 2011 and Forecast 2012

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Key trends and observations on the retail experience. Design and customer behavior forecast.

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Retail Design & Experiences | Summary 2011 and Forecast 2012

  1. 1. www.inforetail.com #inforetailinc @florianvollmer 2011 Summary | 2012 Forecast Customer Experiences and Retail Innovation
  2. 2. Relevant Trends Questions No Answers Shaping a futureAll rights reserved
  3. 3. All rights reserved
  4. 4. 2011 2012All rights reserved
  5. 5. 2011 ... 2012All rights reserved
  6. 6. Smart Phones Meta-Driver of InnovationAll rights reserved
  7. 7. Send or receive text messages Take a picture Access the internet Send a photo or video to someone Send or receive email Download an app Play a game Play music Record a video Access a social networking site Watch a video Post a photo or video onlineCheck your bank balance or do any online banking Access Twitter Participate in a video call or video chat 0% 25% 50% 75% 100% Activities when using Smart Phones - US 2011 Source: Pew Research Center via Statista.com
  8. 8. 150mProjection US Smartphone Users 113m 75m 38m 0m 2010 2011 2012 2013 2014 2015 Source: eMarketer via Statista.com
  9. 9. Smart Phone Users US by Education Level 50% 38% 25% 13% 0% No high school diploma High school graduate Some college College or higher Source: Pew Research Center via Statista.com
  10. 10. Smartphone Users by Age Group 2011 60% 45% 30% 15% 0% 18-29 30-49 50-64 65 and older Source: Pew Research Center via Statista.com
  11. 11. Customer Retailer Manufacturerinformation access control control All rights reserved
  12. 12. Self-Shopping The customer as the retail sales associateAll rights reserved
  13. 13. All rights reserved © Metro Group
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  17. 17. Customer Retailer Manufacturer ownership control direct messaging All rights reserved
  18. 18. NFC RFID and beyondAll rights reserved
  19. 19. All rights reserved
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  21. 21. Customer Retailer Manufacturer ? investment investment All rights reserved
  22. 22. M2M Computers – Truly ConnectedAll rights reserved
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  24. 24. 40b M2M Worldwide market value forecast billion USD 33b 27b 20b 13b 7b 0b 2008 2009 2010 2011 2012 2013 2014All rights reserved Source: Telegance estimate, Strategy Analytics 2009
  25. 25. 4%1%1% 1% 6% Connected Energy 8% 35% Industrial Processes Passenger Vehicle Telematics ATMs/ Kiosks/ ETC Security 13% Fleet Management Pay-as-you-drive insurance Rent-to-own/ subprime lending Digital Signage 15% mHealth 16%All rights reserved Source: Yankee Group Global ConnectedView, March 2011
  26. 26. Customer Retailer Manufacturer Experiences Explanations Complexity All rights reserved
  27. 27. Payment Systems The war of the standards.All rights reserved
  28. 28. Lowe’s brings on 42,000 iPhones for payment system similar to Apple Store’sAll rights reserved
  29. 29. EverybodySwipesAll rights reserved
  30. 30. All rights reserved
  31. 31. GeoFencing & NameAll rights reserved
  32. 32. Scan AppAll rights reserved
  33. 33. Customer Retailer Manufacturer ? ? All rights reserved
  34. 34. Sustainable Consumption A Profound Change in Consumer Spending PatternsAll rights reserved
  35. 35. 8% Personal Savings Rate US 6% 4% 2% 0% 1992  1994  1996  1998  2000  2002  2004  2006  2008  2010 All rights reserved Source: Global Finance Magazine http://www.gfmag.com/
  36. 36. Customer Retailer Manufacturer Stuff Impulse Innovation Buys All rights reserved
  37. 37. Groupon etc New BargainingAll rights reserved
  38. 38. All rights reserved
  39. 39. Customer Retailer Manufacturer Ubiquitous Price Margin Shopping Wars Management All rights reserved
  40. 40. Artificial Intelligence First real “Digital Personal Assistant”All rights reserved
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  42. 42. Customer Retailer Manufacturer Ubiquitous Direct Multiple Shopping Control Entry Points All rights reserved
  43. 43. Geofencing Location-Aware Interactions and ContentAll rights reserved
  44. 44. Work HomeAll rights reserved
  45. 45. Customer Retailer Manufacturer Contextual Loyalty Multiple Interaction Entry Points All rights reserved
  46. 46. Augmented Reality Laya and CoAll rights reserved
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  48. 48. Customer Retailer Manufacturer Contextual Environmental Multiple Information Impact Entry Points All rights reserved
  49. 49. Touch The Victory of SimplicityAll rights reserved
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  51. 51. QR Codes ... if it links to regular page, it’s a crime!All rights reserved
  52. 52. 3,700,000 in 2010 25,000,000 in 2011 Projections based on data just from scanlife.comAll rights reserved
  53. 53. 14 million 6.2% of U.S. population used QR codes in June 2011 ComscoreAll rights reserved
  54. 54. Printed magazine or newspaper Product packaging Website on PC Poster or flyer or kiosk Business Card or brochure Storefront TV 0% 13% 25% 38% 50% Sources of QR code scanning U.S. June 2011 Source: Comscore via Statista.com
  55. 55. QR Code users US June 2011 by age 40% 30% 20% 10% 0% 13-17 18-24 25-34 35-44 45-54 55-64 65+ Source: Pew Research Center via Statista.com
  56. 56. Customer Retailer Manufacturer Information Customer Customer Access Engagement Access All rights reserved
  57. 57. Intelligent Content Digital Signage is truly becoming interactiveAll rights reserved
  58. 58. INTERACTION • Usage & Playlist Defining • Realtime RESPONSE ANALYTICS • Video Start & Stop • Dwell Time Proximity Sensor • Customer Driven Content • Content Driven by Demographic • Content Driven by Smartphone • Content Driven by External Conditions • QR Code Enabled • Layout Design Driven by Data • Augmented Reality Enabled • Social Media EnabledAll rights reserved
  59. 59. Customer Retailer Manufacturer Information Customer Customer Access Engagement Access All rights reserved
  60. 60. Social Media Continuos DriverAll rights reserved
  61. 61. Businesses Using Social Media Mktg 100% 75% 50% 25% 0% Businesses using social media marketing Businesses not using social media marketing Source: Social Media Examiner via Statista.com
  62. 62. Customer Retailer Manufacturer Empowerment Customer Customer Engagement Access All rights reserved
  63. 63. Less is More Or: Combating the Terror of ChoiceAll rights reserved
  64. 64. Whole Foods Trader Joes SKU’s 50,000 4,000 Sales/ sq ft $800 $1,750 Annual Sales $9B $8B Stores 304 344 Happiness ? ?All rights reserved Source: money.cnn.com
  65. 65. From Goods to Services The new Relevance of Service DesignAll rights reserved
  66. 66. 1980’s 1990’s 2000’s 100% service % GDP goods 0%All rights reserved
  67. 67. User ExpectationsAll rights reserved
  68. 68. Amazon Air BnB Groupon Zifty Twitter Zipcar Delta Match.com Facebook Flickr Times.com Red Laser Netflix YoutubeAll rights reserved
  69. 69. "Service design is the planning of the interactions atbrand touch points. A customers journey includesinteractions with environments, media, and products.The results are more effective and more enjoyablecustomer experiences"All rights reserved
  70. 70. From Goods to Services Key Concepts• From Customer Journey to Touchpoint• Service Design Blueprint• Service in Beta• Stakeholder IntegrationAll rights reserved
  71. 71. Materials and Manufacturing The Rising World of 3D Printing and Distributed ProductionAll rights reserved
  72. 72. All rights reserved
  73. 73. • Lower cost of entry (i.e. kickstarter iPhone holder)• Shapeways et al• 20% of all output for production, not prototype• Remember the 9-dot matrix printer?All rights reserved
  74. 74. i $All rights reserved
  75. 75. $ i $ $ Value ShiftAll rights reserved
  76. 76. Tectonic Shifts in Materials and Manufacturing The Rising World of 3D Printing and Distributed Production• New Methods• New Possibilities• New Business Models• Impact on Traditional Industrial Design?All rights reserved
  77. 77. Generation C New PossibilitiesAll rights reserved
  78. 78. 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 Nomads “On” Smart Cloud Sensors M2M Semantic NetworksSource: Strategy + Business
  79. 79. Odd Ends Observations for a happier 2012!All rights reserved
  80. 80. Real Innovation?All rights reserved
  81. 81. Sound Decision Making?All rights reserved
  82. 82. How will Changes in ...... Affect our Lives? All rights reserved
  83. 83. Retail Innovation in a Crowded Market?All rights reserved
  84. 84. What does this Store Sell?All rights reserved
  85. 85. What will happen to the traditional agency model?All rights reserved
  86. 86. Value of Experiences New Information Consciousness AccessAll rights reserved
  87. 87. GAPS? RELEVANCE? CONNECTIONS? www.inforetail.com #inforetailinc @florianvollmerAll rights reserved
  88. 88. Thank you! Questions? www.inforetail.com #inforetailinc @florianvollmerAll rights reserved

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