Online shopping has changed the retail landscape. People can now buy items quickly and efficiently from the comfort of their homes. Easy access to product information, comparisons, and reviews allows consumers to make informed decisions with less effort. Increasingly busy lifestyles have made this a tempting and viable alternative to conventional shopping.
In-store retailers have struggled to compete with the convenience of online shopping and missed out on millions of sales. Footfall has fallen. People can’t find what they want, and staff are too busy to help them. This leads to unimpressed consumers who leave empty-handed. Changes in buying behaviour mean customers expect more from their shopping trips.
In-store retailers have embraced technology to tackle these threats over the past few years. They want to replace the frustrations of typical shopping trips with a positive customer experience (CX). Stores want to promote the benefits of getting out and about while making new discoveries through improved services.
Pick.me wanted to take this to the next level. They wanted to simulate the online shopping experience in-store as much as possible. We were asked to design an interactive retail solution to give consumers more autonomy, showcase promotions, and streamline the overall CX.
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The in-store CX needed to be seamless while also considering customer journey analytics. We designed an innovative in-store product checker with an enhanced user interface (UI) and experience (UX). This solution was a tablet-based display that could be mounted onto shelves or in a standalone kiosk.
Retail customers could use these devices to see if an item was in stock and where to find it in-store. They also had easy access to detailed supplier information and product comparisons to help them make informed decisions. Staff could run real-time updates and check statuses remotely from any location.
We analysed the full CX journey process and built the solution from scratch. This included wireframes for UI and UX, branding, and all accompanying design work. We then developed several trial versions to garner interest. Once completed the app was installed onto tablets and supplied to in-store retailers. PowerPoint presentations (PPT) were also designed to help promote and sell the concept.
The product selector also acted as a promotional channel where active users could be shown new offers. Additional content could be displayed to attract passing customers when the devices were idle. This highlighted the solution as an effective tool for guidance and information.
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Our design has successfully combined the benefits of online shopping with an in-store retail CX. The concept has boosted sales through streamlined stock checks, accessible information, and new promotional channels. Consumers spend less time looking for products or seeking help, making their shopping trips more fun and enjoyable.
Feedback has been good with particular emphasis on the intuitive UI and versatility of the solution. The easy-to-use design has increased shopper interaction and encouraged repeat visits. The product filters have empowered consumers with the information they need to make confident buying decisions in-store. The tool can be used in any retail setting, such as hardware, DIY, fashion, clothing, tech, and supermarkets.
Retailers have also been able to use this tool to track shopper interests, buyer behaviour, and product popularity. These customer journey analytics have provided powerful key metrics that can be evaluated to identify trends and measure promotional performance. The data can also be extracted and edited for other valuable insights.
There has been much demand for this solution. It was unique when it first came to market and has gone through various updates since then. This tool has allowed in-store retailers to re-establish themselves in an increasingly competitive field.
