The future of Shopping Experience for the Department Store in 2020

Service Design, Digital Technology

ARE DEPARTMENT STORES DYING?

The retail sector needs to be re-invent, as customer demand grows and omnichannel is not an option but the norm. The e-commerce is rapidly evolving, but brick-and-mortar stores are still stuck in the 20th century. In this highly competitive market, physical stores that are not collecting data and cannot keep up with customer shopping habit will fall behind.

'MIND' helps the retailers to prepare for the new kind of shoppers - the Gen Z. Generation Z or the digital natives are born after 1995 and will make up 40% of the customer base by 2020, becoming the largest consumer group worldwide. As consumers, they need an instant gratification and move fluidly between digital and physical worlds. However, the current online and offline shopping experience are disconnected and non-personalised.

How might we help department store connect and engage with their customers by providing a radical personalised shopping experience?

OUR MISSION

'MIND' aims to reimagine the future of shopping experience for the department store by collecting granular customer data and creating a radical personalized experience.

'MIND' is a B2B, white label platform for department stores that collects and analyses customer data in-store and from online interactions. With a data-driven approach, we ‘provides a hyper-convenience shopping experience in physical stores, which currently are only available on e-commerce. We bring the strengths of online shopping and apply into the physical store, whether its stock checking or online payment. Department store is a mass market with a great diversity of the audience; we believe that all customers have different needs and our service aims to treat these customers as individuals. 

'MIND' act as a personal shopper to help customers to find what they need in the department store and helps the retailer to understand more about customers creating a holistic view of the customer profiles, allowing retailers to extend services to more closely mesh with the user lifestyles.