Brand Activation & Immersion A Decade Of Change: Seven Shifts That Will Continue To Impact The 2020s

Seven shifts tracked by PSFK reports that will continue to drive retail, CX and shopper experience innovation over the next decade.

Customer Experience Journey Wegmans connects blind shoppers with live operators through smartphone app to help them navigate

Supermarket chain Wegmans integrates smartphone app Aira into the shopping experience to act as the visually impaired consumer’s eyes. Using the device’s camera, the app connects to a live operator who can view the perspective of the shopper and help them navigate around the store to find the grocery items on their list.

Design Sainsbury's landyards help identify consumers with disabilities to provide them needed aid

U.K. supermarket chain Sainsbury’s uses lanyards printed with sunflowers to discreetly identify shoppers with hidden disabilities in order to better service them. Store associates have been trained to recognize the lanyards and offer additional aid, such as assisting in finding items or allowing more time at checkout, without the customers having to ask.

Grocery, Convenience & Supermarket Shufersal's supermarket app connects visually impaired shoppers with real-time aid

Israeli supermarket Shufersal simplifies the grocery shopping experience for the visually impaired and blind customers through a smartphone app called RightHear. The app guides shoppers through the entrance, aisles and checkout with real-time voice descriptions of their surroundings. Through bluetooth beacon technology stationed around the grocer, it directs customers to the exact spot a product is positioned on the shelf.

Retail Morrisons' Quiet Hour makes in-store shopping less overwhelming for consumers with autism

U.K. supermarket chain Morrisons collaborated with the National Austitic Society to accommodate consumers with autism, who are more likely to have sensory issues that can make the in-store environment seem overwhelming. During in-store Quieter Hours, which are 9 to 10 a.m. on Saturday mornings, Morrisons stores lower the lights and limit loud noises like music, check-out beeps and speaker announcements.

Baby Boomers Supermarket Jumbo's in-store initiatives helps combat loneliness in older adults

Dutch supermarket chain Jumbo combats loneliness amongst older adults with two new in-store initiatives. In contrast to the typical express lane, Chat Checkout is a special lane, where the cashier takes extra time to engage in a conversation. Jumbo also hosts All Together Coffee Corner, an in-store local community space that allows elders to meet one another. 

Store Experience & Design Home Bargains discount store creates sensory-friendly quiet hour in an effort to be more inclusive

UK discount retailer Home Bargains offers quiet hour in its stores in its stores to provide a peaceful shopping experience for autistic shoppers and their families. During the hour, the stores turns down all music, which can make autistic customers feel overwhelmed, in an effort to be more inclusive to all shoppers.

Beauty Why The Next Decade Has The Potential To Be The Most Inclusive Yet

After a year of progress, inclusivity is poised to change the face of retail and beyond. Here's how the industry is implementing next-gen tech and innovation to enable diverse and flexible experiences that accommodate all

Food & Beverage The Sam's Club Now app unlocks a personalized and responsive shopping experience using machine learning and data

Warehouse club retailer Sam’s Club is incubating new retail technologies centered around its Sam's Club Now app that let members unlock a more personalized and responsive shopping experience. Machine learning and purchase data automatically generate shopping lists with suggested items, and beacon technology helps guide members through the store. Members can use the app to scan items to pay without waiting in line, as well as place orders for one-hour pick up. The features are currently being tested in its Dallas, Texas, test store before being rolled out nationwide.

Automotive PSFK's 10th Annual Future Of Retail Report Will Guide Brands And Retailers Into The Age Of Personal Utility

PSFK's Future Of Retail 2020: Retail As Personal Utility report provides a strategic roadmap for brands and retailers to deliver hyper-personalized service that meets the unique needs of every customer in a post-experiential era

Shopper Education & Assistance The Salvation Army's DMG Foods store supports families in need

Charitable organization The Salvation Army opened DMG Foods, the country's first-ever nonprofit grocery chain, in Baltimore. Named after the brand’s motto, “Doing the Most Good,” the store is open to shoppers of any income level, with special coupons available to customers on SNAP benefits and onsite job training.

Brand Activation & Immersion Pacific Coast Harvest provides discounted produce to low-income families

Seattle-based agricultural startup Pacific Coast Harvest implemented a program that discounts fresh produce for low-income families. The brand already offers CSA boxes that support small farms, and now families that are part of Seattle’s Fresh Bucks to Go program can order produce to be dropped off at their children’s preschools.

Health Bodega is a new store that offers healthy food to low-income shoppers, plus employment opportunities for homeless people and veterans

Bodega, run by the nonprofit Love Without Reason, is a new store in the Westlake neighborhood of Los Angeles that offers healthy food to low-income shoppers, plus employment opportunities for homeless people and veterans. Everything on the menu is $5 or less, inspired by the free breakfast program run by the Black Panthers.

Technology Kroger's Zero Hunger Mobile Market is a mobile grocer that serves food deserts

Supermarket chain Kroger’s Zero Hunger Mobile Market is a mobile grocery store that serves food deserts in Louisville, Kentucky. Five days each week, the “single-aisle” store, stocked with nearly 200 products, stops by under-resourced communities, cutting down on the effort required to shop for groceries that might otherwise be far away.