Presentation from 2019 NRF Retail's Big Show Healey Cypher, CEO, ZIVELO Albert Vita, Director, In-Store Experience and Visual Merchandising

1. Playbook for building an 'actual' store of the future
Sunday, January 13 2:00 pm – 2:30 pm
Healey Cypher
CEO
ZIVELO
Albert Vita
Director, In-Store Experience and Visual Merchandising
The Home Depot

2. PLAYBOOK FOR THE ACTUAL
STORE OF THE FUTURE

3. Healey Cypher
ZIVELO
Chief Executive
Officer
@zivelo
@htcypher
Albert Vita
The Home Depot
Director, In-Store Experience
& Visual Merchandising
@homedepot
@albertvita

4. PROPRIETARY AND CONFIDENTPROPRIETARY AND CONFIDENT

5. PROPRIETARY AND CONFIDENTPROPRIETARY AND CONFIDENT

6. retail
innovation

7. 2013

8. 2014
CONNECTED
STORE

11. / LEVEL SET
/ STORE OF THE
FUTURE
/ GETTING STARTED
/ MEASUREMENT
O V E R V I E W

12. LEVEL SET
C O N T E X T S E T T I N G

15. CUSTOMERS,

16. YESTERD
AYFOOTAGE WAS
GROWTH#1 US = 46ft2
#2 UK = 9ft2

17. #1 US = 46ft2
#2 UK = 9ft2
YESTERD
AYFOOTAGE WAS
GROWTH
proximity
selection
price

18. TODAY
WE
COMPETE
ON

19. TODAY
WE
COMPETE
ON
experienc
e
service
speed

23. STORE OF THE
FUTURE?
A C T 1

24. STORE OF THE
FUTURE

25. SELF
CHECK-IN 2
Plus concierge services
Rapid Loyalty sign-up / sign-in via
NFC
DIGITAL
CONCIERGE 3
Local Interests / Info
Way-finding (Where’s the gym?…)
Message Board
DIGITAL
SIGNAGE1
Alternating or Persistent Content
Lead-in for Self Check-In
Advertising / Marketing
DIGITAL WALL4
Atmospheric & Informative loop
(Interactive capable : ‘personal touch
zones’)
HOTEL OF THE
FUTURE
25

26. 26
VENUE OF THE
FUTURE

27. WHAT IS A
STORE OF THE
FUTURE?

28. / PRODUCT IS KING
/ EXPERIENTIAL RETAIL FOR CUSTOMER OF THE
FUTURE
/ LIVING LAB: DECAY RATE OF INNOVATION
/ EXPERIMENTS: MATHEMATICS OF INNOVATION
/ RISING TIDE

29. STORE
OF THE
FUTUR
E
Check Out
Associate
In-Store Digital

30. STORE
OF THE
FUTUR
E
Check Out
Associate
In-Store Digital
Supply Chain
Marketing
Inventory
eComm
IT Operations
HR
OF THE

31. GETTING
STARTED
A C T 2

32. / QUESTIONS
/ MINDSET
/ VALUES
THE POWER OF

33. / QUESTIONS
/ MINDSET
/ VALUES
THE POWER OF

34. / QUESTIONS
/ MINDSET
/ VALUES
THE POWER OF

35. ONLINE
SESSIONS
“OFFLINE”
SESSIONS
VS.

36. ONLINE PHYSICAL WORLD
HOMEPAGE ENTRYWAY
CART FITTING ROOM
CHECKOUT CASH WRAP
$
EMAIL FOLLOWUP CLIENTELING
PRODUCT PAGES VISUAL MERCH
√

37. DESIGN YOUR IDEAL
CUSTOMER
JOURNEYS.

38. MEASUREMENT
A C T 4

39. MAKE
MEASUREME
NT
A PRIORITY.

40. SALES CUSTOM
ER
ASSOCIA
TE
CROSS
FUNCTION
AL

41. MYTH ABOUT
DATA.

42. %
customer engagemen
20k+ sessions
Fitting
Room

43. %
basket lift
Fitting
Room

44. %
less time in fitting
room
Fitting
Room

45. REAL TIME
METRICS
PRODUCT
INSIGHT

46. 7 TRAPS TO
AVOID
A C T 5

47. FRICTION
TRAP
THIS HAS TO BE BE
EASIER THAN BEFORE
T R A P 1

48. ISOLATION
TRAP
INNOVATING IN A VACUUM
T R A P 2

49. SUCCESS
TRAP
NOT PRE-DETERMINING WHAT
SUCCESS LOOKS LIKE AND
UNDERINVESTING IN
INSTRUMENTATION
T R A P 3

50. FINISHLINE
TRAP
THERE IS NO FINISH LINE.
T R A P 4

51. ASSOCIATE
TRAP
ASSOCIATES HAVE TO FEEL
LIKE HEROS.
INCENTIVES = ACTION
INFORMATION PARITY
T R A P 5

52. INFRASTRUCTURE
TRAP
DIGITAL ASSET PARITY
NETWORKING
WIFI
SYSTEMS INTREGRATION
T R A P 6

53. HUMAN
BEHAVIOR
TRAP
VERY HARD TO CHANGE
EXISTING BEHAVIOR, OR MAKE
THEM CARE
T R A P 7

54. / LEVEL SET
/ STORE OF THE
FUTURE
/ GETTING STARTED
/ MEASUREMENT
C O N C L U S I O N

56. Healey Cypher Albert Vita https://kiosk.docsend.
com/view/ib9p59s
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