"Changing customer behavior and heightened expectations are reshaping how we design retail experiences. The in-store and online e-commerce experiences now work together—successful store design leverages the strengths of the digital and physical retailer to create a “complete” retail experience that considers the entire sales cycle. Learn what design factors must be considered, and why it’s critical for designers to innovate the retail experience.
Brand, Business, and Behavior - OverviewGriffopolis
Recently, I gave a talk about digital experiences and human interaction with brands. User experience using a marketing lens requires to go beyond the UI--building meaningful experiences in the journey in order to move your customer farther down the funnel.
It all starts with the customer. In business, this
has always been true. But today there is a
new breed of customer who is dictating a new
set of terms in the dynamic between buyers
and sellers.
With more than 45% of all customers accessing product information via web sites, mobile devices and social channels before ever entering a store, the role of the merchant must continue to evolve.
More than ever before, merchants must strive to reach shoppers on a personal level and customize the shopping experience within all shopping channels. Today’s high performance retailing solutions provide critical answers that will guide retailers towards profitable encounters with each shopper.
Brand, Business, and Behavior - OverviewGriffopolis
Recently, I gave a talk about digital experiences and human interaction with brands. User experience using a marketing lens requires to go beyond the UI--building meaningful experiences in the journey in order to move your customer farther down the funnel.
It all starts with the customer. In business, this
has always been true. But today there is a
new breed of customer who is dictating a new
set of terms in the dynamic between buyers
and sellers.
With more than 45% of all customers accessing product information via web sites, mobile devices and social channels before ever entering a store, the role of the merchant must continue to evolve.
More than ever before, merchants must strive to reach shoppers on a personal level and customize the shopping experience within all shopping channels. Today’s high performance retailing solutions provide critical answers that will guide retailers towards profitable encounters with each shopper.
Here's what retail will look like by 2025, as retailers blend digital and physical in a new construct that enables a seamless, personalized, distinctive and sustainable shopping experience.
March Issue of STOrai featuring a contributory article from Caroline PapadatosABC India
Turning Retail Footfalls into Retail Gains: This article by Caroline Papadatos in the latest edition of STOrai, highlights how data is a retailer’s key for turning footfalls into financial gains. Caroline outlines that the marketer's journey still begins with the traditional measures of brand consideration - building retail awareness, building a positive attitude to brands, and incentivising trial.
Qbit’s VR e-Commerce environments are designed to bring the online shopping experience to the next level by taking the users into fully interactive 3D online stores.
Consumers are smarter today than ever before. In fact, today's consumers own your brand. Their shopping expectations are higher, they make decisions faster, and they research thoroughly and independently. Consumers also know they have a lot of choice regarding when and where to purchase. Added to the mix are consumers who are increasingly technology savvy, more demanding, and are making tradeoffs by focusing on value, transparency and accountability. If retailers are unable to provide the convenience or service consumers expect, loyalty will evaporate, competitive advantage will erode, and retailers’ value proposition will crumble.
In this webcast you will discover how to satisfy the smarter consumer by providing a seamless customer experience that reaches across all touch points, spanning human, digital, social and mobile modes of access that are optimized according to customer preferences...a customer experience that delivers products and services flawlessly to keep customers coming back for more.
Learn how Best Buy responds to customer control and demands and how the electronics and home appliances retailer is tackling issues with mobile, digital, social media, inventory availability, fulfillment flexibility and convenience.
Once consumers get a taste of the seamless shopping experience, they expect it. It doesn’t matter what your product or service is. Join us and learn how to put your business back in control of the shopping experience.
Achieving Customer Experience Excellence in RetailBrent Biddulph
A prospective view on how big data analytics and connected data is enabling customer experience (CX) innovation in a digital economy that is reshaping an age-old industry.
Digital transformation for retailers is about looking beyond marginal enhancements and rethink processes, creating a connected engagement enabled by meaningful application of technology. It is not only about customer centricity, agility, innovation, data intelligence and new value propositions, but also about streamlining processes, reduce costs and improve efficiencies across the transactional cycle by transforming.
Historically cities emerged around centralised marketplaces on the intersection of supply infrastructures.
But as most transactions are shifting online and our perception of value changes, these infrastructures become obsolete. What will shape the city of the future? How will our buying choices, whether we buy from Amazon or we visit farmers markets impact the city of the future?
This talk explores three urban scenarios based on existing trends and discusses what we can anticipate from each one.
The One-Line City - A place where people live exclusively through online lives at home. All transactions take place online, physical meeting places and the high street have disappeared, there is limited requirement for mobility, augmented reality reduces the need for furniture and fashion; we are left with a city built along the connectors between hubs for distributing the few remaining physical goods.
The HyperLocal City - Where people live and thrive in their local communities which are enhanced through social and sensor based networked technologies. The city becomes a collection of neighbourhoods, booming in themselves, but isolated from each other.
The Aspirational City - A global network of city zones that are identical despite being geographically distant. Lifestyle and opinion, and the amplification of those via global social networks create environments of identically branded communities thriving on shared experiences.
The future city is up to you; the choices between your day to day online and offline transactions, not a master plan, will shape the cities to come.
presented at TEDx London, City 2.0
6 December 2013
http://tedxlondon.com/portfolio/alexander-grunsteidl/
http://youtu.be/xhn8kdg3Rg8
Here's what retail will look like by 2025, as retailers blend digital and physical in a new construct that enables a seamless, personalized, distinctive and sustainable shopping experience.
March Issue of STOrai featuring a contributory article from Caroline PapadatosABC India
Turning Retail Footfalls into Retail Gains: This article by Caroline Papadatos in the latest edition of STOrai, highlights how data is a retailer’s key for turning footfalls into financial gains. Caroline outlines that the marketer's journey still begins with the traditional measures of brand consideration - building retail awareness, building a positive attitude to brands, and incentivising trial.
Qbit’s VR e-Commerce environments are designed to bring the online shopping experience to the next level by taking the users into fully interactive 3D online stores.
Consumers are smarter today than ever before. In fact, today's consumers own your brand. Their shopping expectations are higher, they make decisions faster, and they research thoroughly and independently. Consumers also know they have a lot of choice regarding when and where to purchase. Added to the mix are consumers who are increasingly technology savvy, more demanding, and are making tradeoffs by focusing on value, transparency and accountability. If retailers are unable to provide the convenience or service consumers expect, loyalty will evaporate, competitive advantage will erode, and retailers’ value proposition will crumble.
In this webcast you will discover how to satisfy the smarter consumer by providing a seamless customer experience that reaches across all touch points, spanning human, digital, social and mobile modes of access that are optimized according to customer preferences...a customer experience that delivers products and services flawlessly to keep customers coming back for more.
Learn how Best Buy responds to customer control and demands and how the electronics and home appliances retailer is tackling issues with mobile, digital, social media, inventory availability, fulfillment flexibility and convenience.
Once consumers get a taste of the seamless shopping experience, they expect it. It doesn’t matter what your product or service is. Join us and learn how to put your business back in control of the shopping experience.
Achieving Customer Experience Excellence in RetailBrent Biddulph
A prospective view on how big data analytics and connected data is enabling customer experience (CX) innovation in a digital economy that is reshaping an age-old industry.
Digital transformation for retailers is about looking beyond marginal enhancements and rethink processes, creating a connected engagement enabled by meaningful application of technology. It is not only about customer centricity, agility, innovation, data intelligence and new value propositions, but also about streamlining processes, reduce costs and improve efficiencies across the transactional cycle by transforming.
Historically cities emerged around centralised marketplaces on the intersection of supply infrastructures.
But as most transactions are shifting online and our perception of value changes, these infrastructures become obsolete. What will shape the city of the future? How will our buying choices, whether we buy from Amazon or we visit farmers markets impact the city of the future?
This talk explores three urban scenarios based on existing trends and discusses what we can anticipate from each one.
The One-Line City - A place where people live exclusively through online lives at home. All transactions take place online, physical meeting places and the high street have disappeared, there is limited requirement for mobility, augmented reality reduces the need for furniture and fashion; we are left with a city built along the connectors between hubs for distributing the few remaining physical goods.
The HyperLocal City - Where people live and thrive in their local communities which are enhanced through social and sensor based networked technologies. The city becomes a collection of neighbourhoods, booming in themselves, but isolated from each other.
The Aspirational City - A global network of city zones that are identical despite being geographically distant. Lifestyle and opinion, and the amplification of those via global social networks create environments of identically branded communities thriving on shared experiences.
The future city is up to you; the choices between your day to day online and offline transactions, not a master plan, will shape the cities to come.
presented at TEDx London, City 2.0
6 December 2013
http://tedxlondon.com/portfolio/alexander-grunsteidl/
http://youtu.be/xhn8kdg3Rg8
Making Personas Work (Without Breaking the Bank) - UX London 2011Kim Goodwin
Maybe you’ve thought about using personas, but been concerned about adopting an expensive tool. Perhaps you or some of your colleagues have tried using personas and been disappointed in the results. Personas seem like a simple concept, yet it’s all too easy to turn them into black holes that slurp up time and resources without giving you much that’s useful in return. Kim shares a number of brief case studies to illustrate how to get the most form these powerful tools.
Designing how we design - UXCamp Ottawa 2014 closing keynoteKim Goodwin
From UXCampOttawa.org:
No doubt you’re full of great new ideas to take back to your team. The question is: how will they get the most from what you’ve learned? What works in one team doesn’t always go over well in a different environment. Kim will share tools for assessing your organization’s culture and values, adapting your UX practice accordingly…and encouraging lasting change when those values just aren’t compatible with delivering great user experiences.
Journey mapping as insight tool - a healthcare case study UXLX 2012Kim Goodwin
Journey or experience mapping is a common UX tool, though it's not always applied as effectively as it could be. This presentation shows a simple template for making these maps useful, describes a few uses for them, and explores the health journey (courtesy of PatientsLikeMe.com) as an example of translating data to insight. However, the slides may not stand on their own very well without the narration.
Designing A Unified Experience - Bringing Interaction, Visual, and Industrial...Kim Goodwin
Delivered at BayCHI (March 2009) and the Usability Marathon webinar (October 2009). Although I don't read my presentations, I've included some notes that approximate what I said in delivering the presentation.
The AppLounge is an innovative retail concept to integrate hospitality and marketing of content and accessories for mobile lifestyles. The social meeting place slows customers down and increases dwell time to discover great apps matched with accessories that fit different mobile lifestyles.
Storytelling by Design (scenarios talk at Confab 2011)Kim Goodwin
It can be hard to build relationships with users when you think first about the message you want to convey or the transaction you want to enable, because a great relationship isn't about the story you want to tell--it's about the story your users want to experience. Kim Goodwin will show you how storytelling can help your team resist an analytical, me-first mindset by getting inside users' heads.
3 Things Every Sales Team Needs to Be Thinking About in 2017Drift
Thinking about your sales team's goals for 2017? Drift's VP of Sales shares 3 things you can do to improve conversion rates and drive more revenue.
Read the full story on the Drift blog here: http://blog.drift.com/sales-team-tips
Many retailers are stymied by the complex, multi-channel world of today's consumer. In today’s era of one-to-one personalized relationships, you need a way to link customer interactions, visits, purchases and the like from multiple touch points to fill those gaps and capture the 360° customer view needed to improve the customer experience, target offers and generate better returns.
Data-Driven Insight, Edge Computing, and Revamped User Experience Give Retai...Dana Gardner
Transcript of a discussion on how data-driven intelligence, edge computing, and rethinking of the user experience come together to give retailers a clear path to digital transformation.
Presentation held by Boffardi Mauro from Accenture Interactive Nordics at Svensk Digital Handen D-B2B, 9 october 2018, in collaboration with Intershop.
Having a nice website is not enough anymore. Learn how to present your brand in the era of the empowered customer embracing 10 important changes.
Thanks for letting me share some ideas on with you about “Creating Holistic Brand Experiences” at the 2011 DDI Forum. I hope you found the workshop both inspiring and insightful.
The following is a slightly condensed version of the presentation, along with the polling results from the session. Please feel free to drop Watt International a note if you want to discuss the presentation further.
And good luck in your quest to develop Holistic Brand Experiences. Let us know if we can help in any way – if you enjoyed the workshop, just imagine what it would be like to work with us!
Bo4.5 ECR Europe Forum '08. Breakthroughs in understanding in-store behavio...ECR Community
Breakthroughs in understanding in-store behaviour
As in-store marketing grows in importance, the need to plan and evaluate becomes ever greater. This session introduces advances in the measurement of behaviour using observational techniques, loyalty cards and survey data. These collaborative initiatives allow in-store to be understood and optimised as an integral component of the marketing mix.
Speakers: Sandy Livingstone, BMRB ; Joan Francolini, Donna McCabe, Kraft Foods; Koos Berkhout, LMG; George Wishart, Nielsen.
Facilitated by Kantar.
In this period of increasing commoditization, organizations are under enormous pressure to do more with less. As customer expectations continue to raise and budgets are squeezed, the quality of the customer experience has emerged as one of the most important factors in a shopper\'s purchasing decision. This session will explore powerful tactics and tools to strengthen your brand proposition in a way that is relevant and meaningful to your shoppers.
This talk to the Smart Insights 2013 Marketing Priorities summit by user experience consultant Paul Rouke featured a review of major and subtle persuasion tips & techniques which positively affect user behaviour. It also included live examples of where brands are combining different techniques to enhance the influence on user behaviour.
2013 03-05 competitive advantage of digital transformationMartin Hack
Digital maturity matters
It matters in every industry
And the approaches that digitally mature companies use can be adopted by any company that has the leadership drive to do so
The future is arriving quickly. Take action now to create your own digital advantage
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...Mansi Shah
This study examines cattle rearing in urban and rural settings, focusing on milk production and consumption. By exploring a case in Ahmedabad, it highlights the challenges and processes in dairy farming across different environments, emphasising the need for sustainable practices and the essential role of milk in daily consumption.
You could be a professional graphic designer and still make mistakes. There is always the possibility of human error. On the other hand if you’re not a designer, the chances of making some common graphic design mistakes are even higher. Because you don’t know what you don’t know. That’s where this blog comes in. To make your job easier and help you create better designs, we have put together a list of common graphic design mistakes that you need to avoid.
Expert Accessory Dwelling Unit (ADU) Drafting ServicesResDraft
Whether you’re looking to create a guest house, a rental unit, or a private retreat, our experienced team will design a space that complements your existing home and maximizes your investment. We provide personalized, comprehensive expert accessory dwelling unit (ADU)drafting solutions tailored to your needs, ensuring a seamless process from concept to completion.
Dive into the innovative world of smart garages with our insightful presentation, "Exploring the Future of Smart Garages." This comprehensive guide covers the latest advancements in garage technology, including automated systems, smart security features, energy efficiency solutions, and seamless integration with smart home ecosystems. Learn how these technologies are transforming traditional garages into high-tech, efficient spaces that enhance convenience, safety, and sustainability.
Ideal for homeowners, tech enthusiasts, and industry professionals, this presentation provides valuable insights into the trends, benefits, and future developments in smart garage technology. Stay ahead of the curve with our expert analysis and practical tips on implementing smart garage solutions.
White wonder, Work developed by Eva TschoppMansi Shah
White Wonder by Eva Tschopp
A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
19. Margin pressure
impacts Customer Service
fashion books furniture consumer digital
electronics media
50 - 75 % 30 - 60 % 25 - 50% 10 - 30 % ?-5%
10 - 30 % 10 - 30 %
Marc Andreessen: “Retail chains are a fundamentally implausible
economic structure if there’s a viable alternative,” he says. “You combine
the fixed cost of real estate with inventory, and it puts every
retailer in a highly leveraged position. Few can survive a decline of 20 to
30 percent in revenues. It just doesn’t make any sense for all this stuff to
sit on shelves. There is fundamentally a better model.”
Future Retail 2013 19
50. Concept: Sampling Retail Formats
Concept Description:
The focus of the service is on sampling rather than
shifting goods, which would be delivered home.
Customers can simply scan a product using a mobile
app to add it to their virtual cart. Products they add
serve as a basis for targeted recommendations and
offers.
The customer checks out seamlessly as they leave a
store, their device briefly vibrating to confirm payment.
Purchases are added to a visual spending timeline and
can be shared with friends via social networks.
Business highlight
• Reduce the amount of retail square footage needed
• Enhance customer targeting.
User Needs Features
Ability to sample products Merchant profiles
Convenient shopping with direct 3rd party offers
home delivery Bill payment reminders
Relevant recommendation P2P loans
Remember and record purchases Debt monitoring & repayment
Social connections reminders
51. Engagement Explorative
DON’T KNOW
WHAT I WANT
Transaction Experience
Provide
– Advice
– Help
Offer
– Comparison
– Alternatives
Focused
Future Retail 2013 51
52. Engagement Explorative
DON’T KNOW
WHAT I WANT
Transaction Experience
Focused
Future Retail 2013 52
68. The AppLounge 2010
Increase dwell time
+ + +
Coffee Apps Accessories Events
A place to discover
applications and services
that suit your personal
lifestyle?
Future Retail 2013 68
73. Curated digital lifestyle selections
games
iBooks
entertainment
education
travel
lifestyle
utilities
music
magazines
accessories
74. Curated digital lifestyle selections
games
urban voyager
iBooks
entertainment ... on the town
education
travel city dweller
lifestyle
kids in tow
utilities
music metro ware
magazines
.....
accessories
76. Applounge
Website
The AppLounge IT set up
Server
internet
local
App Server
inside AppLounge space
(themed)
local WiFi cloud mobile
browser
timed
WiFi
internet
voucher
portal access
iTunes menu
Store
customer App-
App
Lounge App
demoApp
iPhone demo
pages
demo
App page
page
client
Mobile
local iTunes download
local WiFi Store Application
App Server App- iTunes song
Lounge
local WiFi server
Channel
app
coupon
(themed) WiFi
timed
portal internet
voucher
Menu access
client
laptop
Themed iTunes
WiFi Channels Store
app
App-
coupon
Themed Lounge
WiFi Channels Channel
App
demo
page
AppLounge Dashboard
AppLounge portal
iPads | iPhones | iPod Touches Menu
collection
Currently Playing
Menu
currently
playing
offer of
the day
AppLounge blackboard
94. Alternative forms
hospitality
Bike repair + cafe
Bookstore + cafe
Bookstore + restaurant
Fashion + bar
Laundry + cafe
Bank + design shop
Bank + work lounge
Barber + nail studio + money transfer
Internet + cafe
Future Retail 2013 94
114. Visit the showroom lounge with friends,
enjoy a drink and discover new services
together.
Future Retail 2013
115. A place for online communities to meet in
real life and share live events.
Future Retail 2013
116. Touchpoints
across the discover explore learn more purchase
customer discover
lifestyle collections exposure
explore
product face time
learn more
skill workshop & hospitality
purchase | stay in touch
retail conduit
journey
re-active lifestyle shopwindow product & service demo kiosks service demo lounge in-store online transaction kiosk
shop entrance lifestyle guidance immersive lifestyle explorer friends & family introductions online coupon transaction
touch and play showcases one-on-one Q&A instore pick-up
home demos show and tell
Future Retail 2013
117. The role of
each touch point
needs to be considered
Future Retail 2013 117
120. Service 3
Design
customer
journeys
3 Body-storming and Service enactment
Method uses various approaches to develop and try out
service protocols. In these enactments we consider
person to person and user to device interactions. In this
example different patient to medical professional
dialogues are explored for clinical settings, to understand
the roles at each stage of the patient engagement.
4 User Journey and Path to Participation scoping.
4
All stages of the lifetime engagement with the customer
are considered. On a store level shorter cycles need to
be considered from repeat glances at the shop window
to the first time visit to gain information about a product
and available services before purchase.
The team defines requirements at each stage of the
relationship with the customer, which at a later stage
become the specifications for design implementation.
Future Retail 2013 120
122. Service 7 9
Design
prototyping
and rollout
7 Early stage service evidencing props; integration of
digital services with physical assets trials.
Rapid high fidelity mock-ups to story board and validate
service concepts. In this case a pharmacy prescription
combined with an online data management tool.
8
8 Paper prototypes
Exploration to rapidly test a physical interaction concept
using RFID to trigger content retrieval on retail kiosks.
And exploring space requirements for Interior Architects.
9 Testing prototype in-store with target customers
High fidelity prototype of laser cut tablet mounting
assembly, integrated with an online lifestyle catalog,
allowing customers to try out apps, explore magazine
and book content, learn about products on display
Future Retail 2013 122
123. Service 10 11
Design
prototyping
and rollout
10 Behaviour prototyping
Code level prototypes as part of the overall
implementation to test and adjust navigation and fine
tune the behaviour of interactive widgets
11 Usability prototyping
Testing of interfaces across different display types and
touch points to learn about limitations and understand
opportunities.
Future Retail 2013 123