In the grocery store, intuitive design is all about how to get the customer to spend more money without making it obvious. Customers don’t like to feel tricked or manipulated, so any gentle guidance from the retailer to get them to purchase more items must be done without being noticed. From the way people walk around the store, to the way the items are stacked on the shelf, everything about a grocery store can be coded into making the retailer more money.
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Consumers are forcing retail fixtures and technology to come together as part of facilitating ease in their shopper journey. From click-and-collect to having tablet kiosks, the retailer is responsible for meeting their customer’s expectations and offering the best experience.
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Nikki Baird of the Retail Systems Research opened the conversation about the ‘shopper journey’ and what it means in today’s consumer experience. She brings up the stance that in retail, “It’s not about how you want to sell. It’s about how consumers want to buy,” and that the sale is “an outcome, not a strategy.”
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