Improving the value of frictionless shopping for on-the-go shoppers
Client approached our team with a need to understand the contexts in which their stores would be viable from a business perspective, and meaningful from a user perspective.
- Role
- Lead + Sr. Designer
- Year
- 2021-2022
Approach
We deployed ethnographies and jobs-to-be-done research across multiple territories and verticals. Our goals were to understand how different stores within different context were performing and the needs of people that used them within those contexts.
Result
We proposed
Problem
centered design recommendations to improve the store’s, and insights into how and when new stores should be deployed. Lessons : Context is very important when evaluating retail format, as you need to be sure your format is positioned in a place where is satisfies a specific need, otherwise it will not be meaningful to customers. Additionally, store associates are just as much users of a store as customers.