Innovating for
seamless retail
Work: Strategy
Category: Omnichannel retail
Services provided: Brand safaris / Best practices audit / Innovation concepting
A client wanted to explore best practices in seamless retail to fuel its innovation pipeline. My team curated an inspirational,
cross-category shopping safari with 10 of the most digitally transformative retail brands in NYC.
Leading 4 teams through the safari, our goal was to see firsthand what new customer journeys, in-store experiences, and digital services
were being successfully- and meaningfully- deployed, and which should present the optimal mix for our client.
We used the findings to concept 30+ product, service, store experience and community platform innovations. Our ideas ranged from new in-app
and in-store wayfinding, to interactive kiosks, synchronized promotions, pop-up tutorials, and creative referral boards.
All worked to create intelligent, rewarding customer journeys and a connective total experience over 1, 3, and 5 year timelines.
