Uploaded byFlorian Vollmer
Retail Design & Experiences | Summary 2011 and Forecast 2012
The document discusses key trends in retail and customer experiences in 2011 and provides a forecast for 2012. It touches on the rise of smartphones, social media, mobile payments, geofencing, augmented reality, QR codes, digital signage, and 3D printing. Retailers are advised to focus on contextual interactions, loyalty programs, omnichannel experiences, and using new technologies like artificial intelligence to provide personalized service to customers.
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Retail Design & Experiences | Summary 2011 and Forecast 2012
- 1. www.inforetail.com #inforetailinc @florianvollmer 2011 Summary | 2012 Forecast Customer Experiences and Retail Innovation
- 2. Relevant Trends Questions No Answers Shaping a future All rights reserved
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- 4. 2011 2012 All rights reserved
- 5. 2011 ... 2012 Allrights reserved
- 6. Smart Phones Meta-Driver of Innovation All rights reserved
- 7. Send or receivetext 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 online Check 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. 150m Projection US SmartphoneUsers 113m 75m 38m 0m 2010 2011 2012 2013 2014 2015 Source: eMarketer via Statista.com
- 9. Smart Phone UsersUS 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. Smartphone Users byAge Group 2011 60% 45% 30% 15% 0% 18-29 30-49 50-64 65 and older Source: Pew Research Center via Statista.com
- 11. Customer Retailer Manufacturer information access control control All rights reserved
- 12. Self-Shopping The customer as the retail sales associate All rights reserved
- 13. All rights reserved © Metro Group
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- 17. Customer Retailer Manufacturer ownership control direct messaging All rights reserved
- 18. NFC RFID and beyond All rights reserved
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- 21. Customer Retailer Manufacturer ? investment investment All rights reserved
- 22. M2M Computers – Truly Connected All rights reserved
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- 24. 40b M2M Worldwide market value forecast billion USD 33b 27b 20b 13b 7b 0b 2008 2009 2010 2011 2012 2013 2014 All rights reserved Source: Telegance estimate, Strategy Analytics 2009
- 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. Customer Retailer Manufacturer Experiences Explanations Complexity All rights reserved
- 27. Payment Systems The war of the standards. All rights reserved
- 28. Lowe’s brings on 42,000 iPhones for payment system similar to Apple Store’s All rights reserved
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- 31. GeoFencing & Name All rights reserved
- 32. Scan App All rights reserved
- 33. Customer Retailer Manufacturer ? ? All rights reserved
- 34. Sustainable Consumption A Profound Change in Consumer Spending Patterns All rights reserved
- 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. Customer Retailer Manufacturer Stuff Impulse Innovation Buys All rights reserved
- 37. Groupon etc New Bargaining All rights reserved
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- 39. Customer Retailer Manufacturer Ubiquitous Price Margin Shopping Wars Management All rights reserved
- 40. Artificial Intelligence First real “Digital Personal Assistant” All rights reserved
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- 42. Customer Retailer Manufacturer Ubiquitous Direct Multiple Shopping Control Entry Points All rights reserved
- 43. Geofencing Location-Aware Interactions and Content All rights reserved
- 44. Work Home All rights reserved
- 45. Customer Retailer Manufacturer Contextual Loyalty Multiple Interaction Entry Points All rights reserved
- 46. Augmented Reality Laya and Co All rights reserved
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- 48. Customer Retailer Manufacturer Contextual Environmental Multiple Information Impact Entry Points All rights reserved
- 49. Touch The Victory of Simplicity All rights reserved
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- 51. QR Codes ... if it links to regular page, it’s a crime! All rights reserved
- 52. 3,700,000 in 2010 25,000,000 in 2011 Projections based on data just from scanlife.com All rights reserved
- 53. 14 million 6.2% of U.S. population used QR codes in June 2011 Comscore All rights reserved
- 54. Printed magazine ornewspaper 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. QR Code usersUS 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. Customer Retailer Manufacturer Information Customer Customer Access Engagement Access All rights reserved
- 57. Intelligent Content Digital Signage is truly becoming interactive All rights reserved
- 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 Enabled All rights reserved
- 59. Customer Retailer Manufacturer Information Customer Customer Access Engagement Access All rights reserved
- 60. Social Media Continuos Driver All rights reserved
- 61. Businesses Using SocialMedia 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. Customer Retailer Manufacturer Empowerment Customer Customer Engagement Access All rights reserved
- 63. Less is More Or: Combating the Terror of Choice All rights reserved
- 65. 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
- 66. From Goods toServices The new Relevance of Service Design All rights reserved
- 67. 1980’s 1990’s 2000’s 100% service % GDP goods 0% All rights reserved
- 68. User Expectations All rightsreserved
- 69. Amazon Air BnB Groupon Zifty Twitter Zipcar Delta Match.com Facebook Flickr Times.com Red Laser Netflix Youtube All rights reserved
- 71. "Service design isthe planning of the interactions at brand touch points. A customer's journey includes interactions with environments, media, and products. The results are more effective and more enjoyable customer experiences" All rights reserved
- 72. From Goods toServices Key Concepts • From Customer Journey to Touchpoint • Service Design Blueprint • Service in Beta • Stakeholder Integration All rights reserved
- 73. Materials and Manufacturing The Rising World of 3D Printing and Distributed Production All rights reserved
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- 75. • Lower costof 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
- 76. i $ All rights reserved
- 77. $ i $ $ Value Shift All rights reserved
- 78. Tectonic Shifts inMaterials 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
- 79. Generation C New Possibilities All rights reserved
- 80. 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 Nomads “On” Smart Cloud Sensors M2M Semantic Networks Source: Strategy + Business
- 81. Odd Ends Observations for a happier 2012! All rights reserved
- 82. Real Innovation? All rightsreserved
- 83. Sound Decision Making? Allrights reserved
- 84. How will Changesin ... ... Affect our Lives? All rights reserved
- 85. Retail Innovation ina Crowded Market? All rights reserved
- 86. What does thisStore Sell? All rights reserved
- 87. What will happento the traditional agency model? All rights reserved
- 88. Value of Experiences New Information Consciousness Access All rights reserved
- 89. GAPS? RELEVANCE? CONNECTIONS? www.inforetail.com #inforetailinc @florianvollmer All rights reserved
- 90. Thank you! Questions? www.inforetail.com #inforetailinc @florianvollmer All rights reserved