A new shopping experience for the Digital Audience

It’s more about the experience - Seamless. Engaging. Personalized

The digital dimension and changing consumer behavior are dictating the concepts of brand and retail experiences.

Where do they come from?The dynamics of channel hopping

PC-to-store 57%

Kiosk-to-store (immediate in-store)

24%

Mobile-to-store 24%

Store-to-online 38%

Mobile-to-PC 26%

Who are the consumers?

75% research products online and in-store

36% want to get more in-store product information

86% mention customer service as a deciding factor for in-store purchase

14% would like to use their mobile devices for credit cards

What are some takeaways?

Consumer electronics shoppersare among the most likely to ‘showroom’

Online shopping is a constantlygrowing trend YOY

WHAT

The evolving role of in-store digital experience

+ The In-store transformation

Immediacy Reducing wait-time for payment and viewing products

Service Personalized shopping with well-informed sales staff

Experience Sensorial incorporating touch, visuals, and audio

Translates to:

Making the connections

CONNECTING INFORMATION

Brand & product content

CONNECTING PEOPLE

Social content, reviews, feedback

CONNECTING DEVICES

Mobile, AR,Digital Walls, Kiosks

Products & physical stock

Visual merchandising

Loyalty through service

Showcase products in lifestyle experience

Destination shopping with personalised experiences

Loyalty through services and recommendations

NOWTHEN

Enticing, Informing, engaging shoppers

Technologies and digital content that influence purchase

In-store digital screens

Experienceconcepts

1

2

Use kiosks in store

Use digital screens in-store

Use mobile phones in-store

20% 21% 20%

Allows shoppers to visualize themselves with products

Product information, videos,comparisons on shelf edge

Immersive Shelf help

Interactive screens providing product information

Delivers personalized offers to mobile phones

Product viewer Personal mobile shopper

Products rated by popularity, votes, “likes”

Favorites

The purchase cycle

Product previews

Catalog browsing

Promotions

Coupons

PRE-STORECapturing the attention of prospects through engaging interactions and assistance for purchase planning

POST-STOREEncouraging loyalty through customer service and privileges

Product

information/demos

Product

selector/Comparator

Scanning for

product experience

Warranty tracking

Loyalty benefits

Promotions/Offers

IN-STORECreating new shopping experiences and facilitating informed decision-making

Shopping now starts before the beginning

The Digital Ideas

Pre-store experience

Shoppers

Digital kiosk

Product/package promotions

Seasonal sales / Daily deals / promotions

New / updated product information

Digital windows

Interactive displays outside, drawing visitors into store

Industry / product trend

Mobile / Web

Store locators

Product / store information

Virtual scratch card – motion sensor

Concept: Onlookers wave in front of digital wall to scratch card. Card reveals latest promotion or offer, which they can redeem within store.

In-store engagement

Shoppers

Digital interactive wall

Virtual fitting

Cross-sell / Accessorize

Interactive virtual wall

Customer tries an outfit in front

of the digital wall. The wall

indicates item selected and

corresponding recommendations

for accessories in various

categories are displayed

Interactive virtual wall

NFC – Tap to Pay

Customers tap a mannequin’s hand

equipped with NFC chip with mobile

for completing payment

NFC-enabled mobile payment

Augmented Reality with celebrity

Digital AR wall where customers get a virtual

feeling of being with a celebrity. Celebrity

looks at the customer and admires him.

Virtual ramp walk in-store

A virtual ramp walk digital wall that makes

customers feel like a fashion model. Post trying

an outfit, customer can enjoy a real time virtual

ramp walk inside the store

The user journey

Proceeds into store

Scans product on purchase

PRE-STORE

Visits store and interacts with virtual scratch card to avail offer

Googles information on specific product under consideration

Uses interactive wallcatalog to browse/

select products

Purchases product usingNFC mobile payment

to avoid queuing

Checks with sales staff on specs, who uses mobile app to explain

IN-STORE

Opts in for loyalty program

Does instant warranty registrationPOST-PURCHASE

Thank You