Within the retail space, escalated health concerns and altered consumer behaviors have had immediate impacts on shopping habits and omnichannel operations. Customer expectations now start with safety, which affects every stage of the shopper journey in and around the store. To provide both immediate solutions and design with long-term impact in mind, retailers are rethinking their practices and policies, accelerating the deployment of mobile and in-store technology, and providing new services to protect their customers and employees, while delivering a great shopping experience.
The (Re)Designed Store Experience Debrief has been developed to present the ways that the store experience can be optimized along the shopper journey, from trip-planning and browsing to purchase and fulfillment, to meet shoppers’ new needs. This covid store design report has been researched by the PSFK iQ team and specifically explores the customer journey to and through the store, intentionally steering away from the store as a node in an ecommerce process (e.g. BOPIS). It is intended to help retailers refit, reformat and reprogram their physical stores.
Sensor technologies, image recognition, mobile tracking, and machine learning capabilities have closed the gap between companies’ predictions and actual customer behavior or operational relations. We are seeing websites, physical stores, pop-up experiences, and even delivery depots evolve into data-rich environments that can inform a range of operational initiatives on both a macro and micro level. Commerce and delivery channels assume new roles as ambient data hubs to continuously refine your company’s decision making.Anticipatory Support
Retailers are applying machine learning and data aggregation tools to anticipate consumer behaviors and needs based on situational or emotional contexts and provide service or product recommendations. This includes using data generated by mobile apps to create a unified view of a member's shopping behavior and preferences, as well as leveraging RFID and other technologies to detect items that shoppers are interacting with in order to target shoppers in the moment and drive incremental retail...DIY Service
Rather than having employees act as a gateway between brand offerings, automated technologies allow customers to access products and services or receive the information they crave.