The retail landscape is too complex to operate your digital commerce in silos, let alone your other channels. Our service design offering looks across your entire operation – every channel and every customer interaction – with the goal of creating consistently happy experiences.
We spend time getting to know your business from a customer’s perspective, whether that be in-store or online, browsing, purchasing or returns, studying customers’ motivations, needs and emotions at each stage in their purchase journey. We want to experience what your customers experience – the good and the not-so-good – identifying areas of improvement, places we can reduce friction, enhance your in-store experience with digital and engage, surprise and delight your customers. Service design is about creating the consistently happy experiences that keep your customers coming back again and again.
Some questions our service design offering answers:
- What kind of devices do we need in-store?
- How can our returns process evolve to be truly omnichannel?
- What does our customer expect from their in-store experience?
- How can we take advantage of new wearable technologies, such as the Apple Watch?
We’ll help you see your business as customers do, free from any existing internal constraints, such as siloed systems or departmental structure. Customers don’t think in terms of channels or the way your business works internally and frankly, they don’t care. They see your brand and your products and the benefits offered. We help businesses improve everything they experience, no matter when, how or where.