Retail Design & Experiences | Summary 2011 and Forecast 2012
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Key trends and observations on the retail experience. Design and customer behavior forecast.
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Retail Design & Experiences | Summary 2011 and Forecast 2012
- 1. www.inforetail.com #inforetailinc @florianvollmer 2011 Summary | 2012 Forecast Customer Experiences and Retail Innovation
- 2. Relevant Trends Questions No Answers Shaping a future All rights reserved
- 4. 2011 2012 All rights reserved
- 5. 2011 ... 2012 All rights reserved
- 6. Smart Phones Meta-Driver of Innovation All rights reserved
- 7. Send or receive text messages Take a picture Access the internet Send a photo or video to someone Send or receive email Download an app Play a game Play music Record a video Access a social networking site Watch a video Post a photo or video online Check your bank balance or do any online banking Access Twitter Participate in a video call or video chat 0% 25% 50% 75% 100% Activities when using Smart Phones - US 2011 Source: Pew Research Center via Statista.com
- 8. 150m Projection US Smartphone Users 113m 75m 38m 0m 2010 2011 2012 2013 2014 2015 Source: eMarketer via Statista.com
- 9. Smart Phone Users US by Education Level 50% 38% 25% 13% 0% No high school diploma High school graduate Some college College or higher Source: Pew Research Center via Statista.com
- 10. Smartphone Users by Age Group 2011 60% 45% 30% 15% 0% 18-29 30-49 50-64 65 and older Source: Pew Research Center via Statista.com
- 11. Customer Retailer Manufacturer information access control control All rights reserved
- 12. Self-Shopping The customer as the retail sales associate All rights reserved
- 13. All rights reserved © Metro Group
- 17. Customer Retailer Manufacturer ownership control direct messaging All rights reserved
- 18. NFC RFID and beyond All rights reserved
- 21. Customer Retailer Manufacturer ? investment investment All rights reserved
- 22. M2M Computers – Truly Connected All rights reserved
- 24. 40b M2M Worldwide market value forecast billion USD 33b 27b 20b 13b 7b 0b 2008 2009 2010 2011 2012 2013 2014 All rights reserved Source: Telegance estimate, Strategy Analytics 2009
- 25. 4%1%1% 1% 6% Connected Energy 8% 35% Industrial Processes Passenger Vehicle Telematics ATMs/ Kiosks/ ETC Security 13% Fleet Management Pay-as-you-drive insurance Rent-to-own/ subprime lending Digital Signage 15% mHealth 16% All rights reserved Source: Yankee Group Global ConnectedView, March 2011
- 26. Customer Retailer Manufacturer Experiences Explanations Complexity All rights reserved
- 27. Payment Systems The war of the standards. All rights reserved
- 28. Lowe’s brings on 42,000 iPhones for payment system similar to Apple Store’s All rights reserved
- 31. GeoFencing & Name All rights reserved
- 32. Scan App All rights reserved
- 33. Customer Retailer Manufacturer ? ? All rights reserved
- 34. Sustainable Consumption A Profound Change in Consumer Spending Patterns All rights reserved
- 35. 8% Personal Savings Rate US 6% 4% 2% 0% 1992 1994 1996 1998 2000 2002 2004 2006 2008 2010 All rights reserved Source: Global Finance Magazine http://www.gfmag.com/
- 36. Customer Retailer Manufacturer Stuff Impulse Innovation Buys All rights reserved
- 37. Groupon etc New Bargaining All rights reserved
- 39. Customer Retailer Manufacturer Ubiquitous Price Margin Shopping Wars Management All rights reserved
- 40. Artificial Intelligence First real “Digital Personal Assistant” All rights reserved
- 42. Customer Retailer Manufacturer Ubiquitous Direct Multiple Shopping Control Entry Points All rights reserved
- 43. Geofencing Location-Aware Interactions and Content All rights reserved
- 44. Work Home All rights reserved
- 45. Customer Retailer Manufacturer Contextual Loyalty Multiple Interaction Entry Points All rights reserved
- 46. Augmented Reality Laya and Co All rights reserved
- 48. Customer Retailer Manufacturer Contextual Environmental Multiple Information Impact Entry Points All rights reserved
- 49. Touch The Victory of Simplicity All rights reserved
- 51. QR Codes ... if it links to regular page, it’s a crime! All rights reserved
- 52. 3,700,000 in 2010 25,000,000 in 2011 Projections based on data just from scanlife.com All rights reserved
- 53. 14 million 6.2% of U.S. population used QR codes in June 2011 Comscore All rights reserved
- 54. Printed magazine or newspaper Product packaging Website on PC Poster or flyer or kiosk Business Card or brochure Storefront TV 0% 13% 25% 38% 50% Sources of QR code scanning U.S. June 2011 Source: Comscore via Statista.com
- 55. QR Code users US June 2011 by age 40% 30% 20% 10% 0% 13-17 18-24 25-34 35-44 45-54 55-64 65+ Source: Pew Research Center via Statista.com
- 56. Customer Retailer Manufacturer Information Customer Customer Access Engagement Access All rights reserved
- 57. Intelligent Content Digital Signage is truly becoming interactive All rights reserved
- 58. INTERACTION • Usage & Playlist Defining • Realtime RESPONSE ANALYTICS • Video Start & Stop • Dwell Time Proximity Sensor • Customer Driven Content • Content Driven by Demographic • Content Driven by Smartphone • Content Driven by External Conditions • QR Code Enabled • Layout Design Driven by Data • Augmented Reality Enabled • Social Media Enabled All rights reserved
- 59. Customer Retailer Manufacturer Information Customer Customer Access Engagement Access All rights reserved
- 60. Social Media Continuos Driver All rights reserved
- 61. Businesses Using Social Media Mktg 100% 75% 50% 25% 0% Businesses using social media marketing Businesses not using social media marketing Source: Social Media Examiner via Statista.com
- 62. Customer Retailer Manufacturer Empowerment Customer Customer Engagement Access All rights reserved
- 63. Less is More Or: Combating the Terror of Choice All rights reserved
- 65. Whole Foods Trader Joes SKU’s 50,000 4,000 Sales/ sq ft $800 $1,750 Annual Sales $9B $8B Stores 304 344 Happiness ? ? All rights reserved Source: money.cnn.com
- 66. From Goods to Services The new Relevance of Service Design All rights reserved
- 67. 1980’s 1990’s 2000’s 100% service % GDP goods 0% All rights reserved
- 68. User Expectations All rights reserved
- 69. Amazon Air BnB Groupon Zifty Twitter Zipcar Delta Match.com Facebook Flickr Times.com Red Laser Netflix Youtube All rights reserved
- 71. "Service design is the planning of the interactions at brand touch points. A customer's journey includes interactions with environments, media, and products. The results are more effective and more enjoyable customer experiences" All rights reserved
- 72. From Goods to Services Key Concepts • From Customer Journey to Touchpoint • Service Design Blueprint • Service in Beta • Stakeholder Integration All rights reserved
- 73. Materials and Manufacturing The Rising World of 3D Printing and Distributed Production All rights reserved
- 75. • Lower cost of entry (i.e. kickstarter iPhone holder) • Shapeways et al • 20% of all output for production, not prototype • Remember the 9-dot matrix printer? All rights reserved
- 76. i $ All rights reserved
- 77. $ i $ $ Value Shift All rights reserved
- 78. Tectonic Shifts in Materials and Manufacturing The Rising World of 3D Printing and Distributed Production • New Methods • New Possibilities • New Business Models • Impact on Traditional Industrial Design? All rights reserved
- 79. Generation C New Possibilities All rights reserved
- 80. 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 Nomads “On” Smart Cloud Sensors M2M Semantic Networks Source: Strategy + Business
- 81. Odd Ends Observations for a happier 2012! All rights reserved
- 82. Real Innovation? All rights reserved
- 83. Sound Decision Making? All rights reserved
- 84. How will Changes in ... ... Affect our Lives? All rights reserved
- 85. Retail Innovation in a Crowded Market? All rights reserved
- 86. What does this Store Sell? All rights reserved
- 87. What will happen to the traditional agency model? All rights reserved
- 88. Value of Experiences New Information Consciousness Access All rights reserved
- 89. GAPS? RELEVANCE? CONNECTIONS? www.inforetail.com #inforetailinc @florianvollmer All rights reserved
- 90. Thank you! Questions? www.inforetail.com #inforetailinc @florianvollmer All rights reserved