Customer Focused Retail Experience
Alignment of cross-market branding for a customer-focused retail experience (Leading Global Luxury Brand, US and China)
The Challenge
Help Leading Global Luxury brand update its US presence based on their elevated China models
The Outcome
A well-design (end-to-end) experience for both locals and tourists (reflected in every detail)
Impact
To drive the company’s business growth and target of new customers with unique, geographically diverse needs
Whether it is a need for a specific product, an interest in a new line or just the curiosity to see what is out there, a visit to the store is never just to shop. It is a full immersion into the brand’s philosophy, values, and products, and it composes the full experience each customer has once they enter the retail space of the company.
Analyzing and reinventing the customer journey and the key attractors in the experience
The research showed that clients wanted to start with introduction though product information and sampling, and then learn about innovation, and last about the best sellers and that clear visual organization and simplified graphic displays were preferred.
New store layout and organization reflected the customer-centered experience and updated brand look and feel
Through a series of iterative designs, we were able to develop a hybrid solution that reconfigured the layout of the stores, offered strong visual attractors, and allowed for a seamless integration of the updated look and feel of the China prototype into the existing US brand presence.
Comparison of the new and exiting store displays
Proposing hybrid design approach to update the existing store displays