Identifying and addressing the change in buying behavior of the customer.
How better the customers can be provided with personalized, supportive and engaging experience throughout their shopping process.
Identifying and providing support to the retailers with regard to adopting and delivering the smarter experiences for their customers.
Supporting retailers to improve their customer engagement.
What I Contributed
- Led and executed the work by following the UCD practices.
- Prepared the interview questions, dry run till execution of the user interviews and shared the interview outcome in a presentable and understandable manner.
- Define and enforce standards and consistency across design solutions.
- Communicating progress and presenting the research outcomes and design solutions to the leadership team.
Our Approach
One to one interviews were conducted to gain insights on customers’ shopping behavior & patterns.
A survey was published to collect quantitative data and gather insights.
Market research was performed to gain a high-level understanding of the retail industry and latest changes impacting the industry.
User Groups
Store owners need visibility across their operations — from inventory levels to customer foot traffic. They require real-time insights to make faster, smarter decisions about promotions, staffing, and stock.
Store assistants need quick access to product information, stock availability, and customer preferences so they can provide informed, efficient service without leaving the customer’s side.
Store customers want a seamless, personalised shopping journey — finding products easily, getting tailored recommendations, and checking out quickly without friction or lengthy queues.
Our Analysis
Users prefer in-store shopping
Users carry a shopping list
Users prefer self check out
Users feel they spend more time in billing
Users find it difficult to locate an item
Users always rely on store assistants all the time
Brands recognise customer experience as the most important priority
Retailers claim to be experts in adapting to newer technologies & solutions in delivering enhanced experience
Believe that advanced analytics will accelerate operational efficiencies
Store owners focus on improving efficiency & productivity
Report that insights are critical in delivering enhanced customer experience
Outcome
Solutioning
Paper Sketches
We have been trying a multitude of ideas and iterating them before settling on one solution that requires human interaction. Ideally, we tried to illustrate and get to understand potential issues and solutions early, prior to starting the design and development stages.
Sample Screens
Solution Benefits
Inventory management maximises the organisation’s efficiency. Real time alerts and tasks related to stocks management can be executed with the help of inventory information.
Omni channel experience provides a unified experience across all touch points and helps the retailers provide more personalized experience and increase customer retention.
Access to digital inventory empowers the store assistants with better product knowledge. Digitizing the process of assigning and completing tasks and communication through digital channels ensures more productivity.
In-store transformation provides customers with a more satisfying shopping experience. Customers will have access to around the clock help, hands free UI, easy navigation, and product details at hand.
In-store performance can be optimized in terms of offering personalized offers, targeted promotions to customers based on data gathered on customer preferences, purchasing patterns, foot traffic and demographics.