SXSW 2013: Will The Millennial Kill The Store Associate (Sneak Peak)

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Sneak Peak:

Will the Millennial kill the Store Associate?


In-store digital experiences should naturally integrate into the existing associate-customer relationship

Self-Service

Customer Associate

Tools

Customer Associate

SHARED


Product Solutions Configuration Inventory & Ordering Associate Task

Recommends Solutions Based on Needs/Wants

Narrows Selection

Learn more about a product

Validate choice

Allows customers to customize products & see within different contexts & arrangements

Capabilities to help close the sale and continue the relationship

Exclusive capabilities for associates only that allow for increased Productivity

...So how do we define the specific areas to support that relationship?

Self-Service

Customer Associate

Tools

Customer Associate

SHARED

In Store

At Home On The Go“While You’re Out” ConvenienceExplore & Shop

Get advice & assistance


Different environments bring on different user needs...


Interaction Mouse click Touch with thumbs Touch with multiple hands

...which bring on different user behaviors.

IN-STOREON-THE-GOAT HOME

Explore & shop ‘While You’re Out’ convenience Get advice & assistance

At home

Full screen

Distracted, Stimulated

environment

Small screen

Relevant, Sensory environment

Tactile, Near product

Immediate

Environment

Drill Down dive Quick access ModularNavigation

Solo Solo Solo or with a groupUsers

Everything for Everyone Bare EssentialsContent

Medium - If I have time, I may

browse the products in

“You may also like”

Low - I have a specific goal that I

need now

Cross Sell

Engagement

High - I’m engaged and inspired by

what’s around me

Static hardware Mobile hardware with built-in

technology (bump, camera, etc)

Form Factor Static & Mobile hardware with built-in

technology (bump, camera, etc)

Relevant & Personalized


So what does that mean for how we design for them?

TODAY’SORDERS

ORDER 123

ORDER 456

ORDER 578

ORDER 890

New!

3 hrs left!

ORDER 456Date:

Order Received From:

Ship To:

Items:

Welcome Charlotte! Log Out

$

$$

SUBMIT

ORDER 456Date:

Order Received From:

Ship To:

Items:

Welcome Charlotte! Log Out

$

$$

SUBMIT

All Orders

Landscape Mode

Portrait Mode

CUSTOMEREXPERIENCE

ASSOCIATEEXPERIENCE

PHYSICAL SPACEEXPERIENCE

Idle Mode

Active Mode

Tablet Dock /Charging Station

Clothes Hanger

Card Swipe

Printer

Cash Drawer

Tissue-WrappingStation &SecurityDemagnetizer


vs.

And does age really define success for these experiences?

The Millennial

The Baby Boomer


SXSW 2013:

Will the Millennial kill the Store Associate?

SXSW 2013: Will The Millennial Kill The Store Associate (Sneak Peak)

Design

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