Delivering convenience will be different for every brand and retailer depending upon the sector, product offer and store portfolio, but there are a number of common elements that can be considered. Some of these will be short term and some will be longer term.
- Consider the location and transaction process for popular products to enable a streamlined purchasing process.
- Explore re-defining space allocated to click & collect in store, alongside improved communications and staffing to make click & collect and returns a comfortable, frictionless process.
- Plan physical space in strategic locations to ensure you have the right product, in the right place, at the right time (a topic explored in more detail within our original report ‘The Role of Physical Retail’).
- Where there is a suitable store portfolio, focus on a ‘dispatch from store’ model to make online fulfilment quicker and more efficient, and overcoming issues created within DC’s due to social distancing.
- Consider easily accessible collection hubs for both consumer convenience and to offset the cost of ‘free delivery’. Longer term, additional services such as ‘try & return’ and other transactional opportunities could be introduced.
Whether you need to re-define your customer journey, reconfigure your stores to facilitate different product and service layouts or create new formats, we are able to guide you through the journey of ensuring every design decision you take focuses on the core goal of delivering what your consumers want.