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Redesigning The Store For A Contactless Experience

Redesigning The Store For A Contactless Experience

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To empower shoppers in the midst of uncertainty, retailers are providing tools that put greater control in the hands of consumers, allowing them to plan ahead and even handle some transactions on their own devices. As customers return to stores, they will intentionally seek out retailers who proactively supply these services, as well as both analog and digital information and visual cues to create a more seamless transition into today’s new normal. By elevating existing services and introducing new forms of customer support, retailers are designing the new store experience with both convenience and safety to improve confidence and encourage visits. This paper has been developed to present the ways that the store experience can be redesigned along the shopper journey, from trip-planning and browsing to purchase and fulfillment, to meet shoppers’ new needs. This report specifically explores the customer journey to and through the store, intentionally steering away from the store as a node in an ecommerce process (e.g. BOPIS). It is intended to help retailers refit, reformat and reprogram their physical stores. This paper is part of the series "Innovating In Crisis,” which dives deep into the innovations driving business strategy, consumer experience and community support during challenging times. Published May 2020 For more information visit: https://www.psfk.com/?post_type=reports&p=176307611
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