Clarifying Questions:
Where is this targeted? particular region or worldwide? worldwide
We are targeting any particular retail store or general? General
Is there any particular reason customer visit to another retail store? Depend upon you
Do we have any limitations/constraints in terms of Monetary limit or technology? No
Goal: improve user experience
User groups:
Young professionals: new working professionals keeping updated with latest trends and want to spend minimal time.
Family people: who purchase items for his family and see quality in the product
Small Business owners: who purchase order on their customer’s demand and looking for cheapest price
I would like to choose young professionals as target group as they adapt to new technologies quickly and experiment with latest trends
Pain points:
1. They want to complete their shopping at retail store as fast as possible. It includes finding the product as well as payment.
2. They are newer in terms of shopping and product’s knowledge.
3. They want to try new design/latest trend items once in a while.
Here I will focus on 1st pain point for young professionals because efficiently solving this will create a new experience and will influence a lot.
Brainstorming Solution:
1. A device like kiosk can be installed that uses AI/Machine learning to show best/random combination of latest trend/brand product along with the chosen products. The device will have QR code reader which upon reading the product’s QR code gives information about the product and its price.
2. The product category can be integrated with IOT technology that can be read by the retail store’s app installed in the customer’s phone. Weight sensor detect when items are taken, the product gets added to bill and the user can pay for the bill through phone/credit card payment itself.
3. Retail store can provide an app in which chat bots can guide in shopping and beacon technology would detect the customer after entering the store and send personalize message through proactive chat which will give information about product’s location within store map guiding customer to the exact spot.
Prioritizing solutions
Solutions | Reach (to the customer) | Impact (to the retailor) | Confidence (about idea) | Implementation Effort |
1(Kiosk) | High (customer love to explore shopping options in minimum time) | High (customer may purchase more product) | Medium | Medium (only need to implement AI/ML & QR technology from Available data) |
2(IOT) | High (time saving for customer in billing) | High (reduce the queue for billing) | Medium (customer can take item from one place and put at another place, billing can go wrong) | High (each product category should have sensor with IOT integration) |
3(chat boat and beacon) | Medium (this job is already done by the workforce) | Medium | Low | Medium (placement of product doesn’t change often) |
From the above analysis, I would prioritize solution 1(kiosk) because it can increase product purchasing interest. Solution 2 (IOT) might cause bad customer experience due to wrong billing.
Metrics
· No. of customer visited online store per week
· No. of customer visited physical store per week
· No. of customer uses kiosk per week
· No. of time QR code reader used per week
· Maximum click on product per month
Trade-off:
Customer can avoid Kiosk due to queue and privacy invasion.
Summary:
· The objective was to improve customer experience of physical retail store.
· On choosing the young professionals as the target customers, their pain point was analysed and the chosen point was to finding the product in physical store from exploring online store with minimum possible shopping time.
· I identified three solutions and came up with a solution like device kiosk that could list out best/random collection of latest trend/brand items with searched product thus improving the user experience.
· I will measure the customer experience success by looking at following metrics:
1. No. of customer visited online store per week
2. No. of customer visited physical store per week
3. No. of customer uses kiosk per week
4. No. of time QR code reader used per week
5. Maximum click on product per week