design:retail - August 2018 - 44

044

BRAND MATTERS
Submitted by: JDA

lthough the consumer technology retail industry is already
doing this, we felt there was some room for improvement.
Branding is relevant to this industry and is consistent
throughout the buying process. Our process caters to the customer rather than what is easiest for the store. We feel if people are
buying online and picking up in-store, they don't want to "shop."
These types of products sometimes need demos or additional
assistance, and this process allows for that opportunity. Sales reps
need to get credit for the sale, as well as attachment products so
they aren't penalized for handling this service.

What retail channel is it best suited for?
Consumer technology.

Where is it located in-store?

With customer service at the front of the store.

How does it work?

Confirmation is sent to the customer's phone,
with a QR code that can be scanned at the store,
which reinforces the program name, URL2IRL,
and branding. It also provides day and time and
location for pickup.

Window clings of the icon on front doors announce the Online Will Call service and indicate
the location of pickup in-store. The bright color
and consistent visuals make it readily apparent
to customers that they're going to the right
area, which is near but separate from regular
Customer Service. At this time, the sales rep will
confirm that there are no other items needed
(batteries, cords, etc). They should also be able
to check the customer out without them having
to waiting in another line. To motivate the sales
rep, they will get credit for the sale.

Curbside service with a scanner is also offered
that announces to the store that a customer is
there for an online order pickup. The customer
wouldn't need to go into the store at all. This is
especially helpful for oversized items that are
difficult to carry.

How does this enhance the customer
experience?

It caters to the needs of the customer but still allows the opportunity to sell attachment product.

THE VISUAL APPEAL
Submitted by: Ace Designs

ooking at the bright side of
BOPIS. The idea is to create
an area that embraces the
reasons why this service is great.
It's quick, it makes life easier
and you can send a loved one
if you want. The arrows create
an easy-to-find counter that is
simple and elegant. This design
is different than a traditional
cashwrap. It's more inviting and
friendly and doesn't involve all
of the steps of an in-store purchase. You already did all of the
work, so this is just about getting in and getting out.

AUGUST 2018

DESIGNRETAILONLINE.COM

GLOBALSHOP.ORG

What retail channel is this best suited for?
Women's apparel.

Where is it located in-store?

Ideally near a door, where there is some storage space.

How does it work?

Order is placed online. You simply come to the counter with your order number and ID and your order is
given to you.

How does this enhance the customer
experience?

It's a fun and feel good way to shop, when you want,
how you want and get it when you need it.

http://www.DESIGNRETAILONLINE.COM http://www.GLOBALSHOP.ORG

Table of Contents for the Digital Edition of design:retail - August 2018