What it’s like to shop is the #1 reason we chose the store we chose. You’d think it was ‘how much it costs’ to shop in a store, but actually that’s just part of the experience of shopping, albeit a big part. I don’t think we’ve recognised just how much difference retailers can make to their profit margins by getting the shopper experience right.
I’d love to do a project to focus on Service Design – to identify the customer experience and then work with the retailer and dare to dream of how the business could reconfigure the store (bricks and mortar, on-line) to make that customer experience so much better.
How?
- Lots of live in-store work to pick up what it’s like at that time, on that day, being part of that family.
- Case studies using ethos app – an ethnographic exploration of a small number of household’s experience, supported by depth interviews
- On-line shopalongs
- Delivering the biggest and best ‘debrief’ of the shopper experience that fully immerses the client in experience
- Followed by a dare to dream co creation workshop linking up customers with clients (could be the participants that took part in the case studies)
- Which will lead to masses of hard work for clients to do
Qual Street Delivery
A really significant immersion workshop and dare-to-dream brainstorming session which will then kick start your service design re-evaluation…
Let’s make shopping enjoyable!
