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SXSW 2013: Will The Millennial Kill The Store Associate (Sneak Peak)


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SXSW 2013: Will The Millennial Kill The Store Associate (Sneak Peak)

  1. 1. Sneak Peak:Will the Millennial kill the Store Associate? ©2012 SapientNitro Corporation 1
  2. 2. In-store digital experiences should naturallyintegrate into the existing associate-customer relationship SHARED Customer Associate Customer Associate Self-Service Tools ©2012 SapientNitro Corporation 2
  3. 3. ...So how do we define the specific areas to support thatrelationship? SHARED Customer Associate Customer Associate Self-Service Tools Product Solutions Configuration Inventory & Ordering Associate Task Recommends Learn more about Allows customers to Capabilities to Exclusive Solutions Based on a product customize products help close the sale capabilities for Needs/Wants & see within and continue the associates only that Validate choice different contexts & relationship allow for increased Narrows Selection arrangements Productivity ©2012 SapientNitro Corporation 3
  4. 4. Different environments bring on different user needs... At Home On The Go Explore & Shop “While You’re Out” Convenience In Store Get advice & assistance ©2012 SapientNitro Corporation 4
  5. 5. ...which bring on different user behaviors. AT HOME ON-THE-GO IN-STORE Explore & shop ‘While You’re Out’ convenience Get advice & assistanceInteraction Mouse click Touch with thumbs Touch with multiple handsEnvironment At home Distracted, Stimulated Relevant, Sensory environment Full screen environment Tactile, Near product Small screen ImmediateNavigation Drill Down dive Quick access ModularUsers Solo Solo Solo or with a groupContent Everything for Everyone Bare Essentials Relevant & PersonalizedCross Sell Medium - If I have time, I may Low - I have a specific goal that I High - I’m engaged and inspired byEngagement browse the products in need now what’s around me “You may also like”Form Factor Static hardware Mobile hardware with built-in Static & Mobile hardware with built-in technology (bump, camera, etc) technology (bump, camera, etc) ©2012 SapientNitro Corporation 5
  6. 6. So what does that mean for how we design for them? CUSTOMER ASSOCIATE PHYSICAL SPACE EXPERIENCE EXPERIENCE EXPERIENCE Welcome Charlotte! Log Out TODAY’S ORDER 456 Tablet Dock / ORDERS ORDER 123 New! Date: Charging Station Order Received From: 3 hrs left! ORDER 456 Clothes Hanger Ship To: ORDER 578 Items: $ $ $ Active Mode Card Swipe ORDER 890 Welcome Charlotte! Log Out SUBMIT All Orders Printer ORDER 456 Date: Idle ModeLandscape Mode Order Received From: Cash Drawer Ship To: Items: $ $ Tissue-Wrapping $ SUBMIT Station & Security Demagnetizer Portrait Mode ©2012 SapientNitro Corporation 6
  7. 7. And does age really define success for these experiences? The The vs. Millennial Baby Boomer ©2012 SapientNitro Corporation 7
  8. 8. SXSW 2013:Will the Millennial kill the Store Associate? ©2012 SapientNitro Corporation 8