The webinar on retail UX in 2020, held on September 30, focused on adapting to changing customer behaviors amidst the pandemic. Expert panelists discussed leveraging UX research, improving delivery efficiency, and addressing challenges of remote management. Key topics included the importance of agile testing, gathering customer insights, and anticipating future trends in retail over the next five years.

1. WEBINAR
RETAIL UX IN 2020:
HOW TO STAY ON TOP OF
CHANGING CUSTOMER BEHAVIORS
Date: 30 September 2020
Time: 8am PT / 11am ET / 4pm UK / 5pm Europe

2. QUICK
HOUSEKEEPING
Type in your questions any time
during the presentation
There will be time at the end for
Q&A
Today’s webinar will be recorded
for future viewing
Interact with us through our polls!

3. EXPERT
PANEL
Dr. Genevieve Baijan
Principal User Researcher,
Sainsbury's & Argos
Consultant, Baijan Consulting
Karolina Boremalm
Head of Global Design Operations,
Digital Experience
IKEA Retail, Ingka Group

4. FORMAT
SPEAKER PRESENTATION
PANEL Q&A
AUDIENCE Q&A
AGENDA
The Retail landscape has changed
and continues to change
How you can leverage UX
research to adapt to these
changes
How you can improve UX research
delivery and efficiency

5. POLLS

11. POLLS

12. Context
Seismic change = rapid pivots
Prioritisation to help those most vulnerable
Unavoidable channel-switching

13. PIVOT: (beyond) covid 19
Proactive, predictive, & problem-sensitive
Identify risks, mitigate in design (e.g. lockouts)
Validate ‘quick win’ functional UX; strategic (drivers & motivators) fit
Observe live behaviour & in-market engagement
Tracking & traction
How are changes performing?
Iterative agile testing cycles alongside discovery

14. PACE: Staying nimble
“Swarming”
Democratisation
Outcomes not products
Remote & ‘automated’ interviewing

15. Contact
Genevieve Baijan
Baijan Consulting Ltd
https://www.linkedin.com/in/genevieve-baijan/
+44 7517 120 302

16. Panel Q&A
What does your typical day look like?
Can you tell us more about the UX
practice in your organisation.

17. Panel Q&A
When managing UX teams remotely (in the
current pandemic), what do you see are the
biggest challenges?
How do you address these challenges?

18. Panel Q&A
Gathering insights into customer needs
and behaviours are crucial especially as
uncertainty continues.
What do you think has been your biggest
learning/s so far?

19. Panel Q&A
Despite the current uncertainty, some
digital behaviours and trends will continue
to accelerate.
In your view, how are these going to shape
Retail in the next 5 years?

20. Panel Q&A
Can you share tips on how to get leadership
support or buy-in for UX research,
especially in a time of uncertainty?

21. PLEASE SUBMIT
YOUR QUESTIONS
NOW
AUDIENCE Q&A

22. THANK YOU
We'd love your feedback
marketing@userzoom.com