The pandemic has changed the in-store experience, possibly forever. As a result, today’s hoppers have developed a greater taste for convenience than ever before, which in turn has changed how retailers need to look at their stores. Omnichannel is no longer just about connecting digital and physical offerings but about removing friction from the entire operation, from warehouse to front of store.
Retailers need to rethink both the layouts of their stores and the technology being used inside in order to keep up with changing expectations. The basic strategies for good store design covered in this report include:
- Design with order pickup in mind: Curbside pickup, BOPIS and other types of omnichannel fulfillment must blend seamlessly with traditional traffic flow to keep both sides running smoothly;
- Connect in-store and digital experiences: The modern store extends past its physical boundaries, so look to AR tools and appointments to bring the experience to the next level;
- Rethink the nature of experiential retail: Many shoppers are still cautious about touching anything, but modern store design can make in-store experiences tactile in a safe manner; and
- Customer service comes first: Store design should put the customer first, with a focus on upgrades that will improve performance in key areas like convenience, speed and ease of use.
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