the next great thing

the next great thing

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the 5 next great things

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Chapter Background1. Mobile First

2. Dynamic Spaces

3. IoT

4. The Cloud

5. AR/VR

the 5 next great things

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woman with mobile phone balancing on pole

1. mobile first

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mobile means physical infrastructure

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https://krebsonsecurity.com/wp-content/uploads/2011/08/CIMG1182.jpg

https://chargetech.com/products/?category=charging-stations%2Csecure-

kiosks&user=&price=

charging

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http://oberoninc.com/images/Model1077-CCOAP.jpg

wi-fi

https://business.frontier.com/cisco

interaction points >

< interaction points

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mobile means invisible infrastructure

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https://www.youtube.com/watch?v=7bXJ_obaiYQ

beacons

https://www.youtube.com/watch?v=FoVvPZRFd1I

Section Backgroundsuppliers: your clients need you to…

• provide high-speed device support

• fix things before they break

• keep their spaces tidy and always flexible

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Section Backgroundsuppliers: your clients are getting younger• highly collaborative

• anxious to move quickly

• will exchange their trust for evidence that you are trustworthy

• learn to speak their language (without trying to be like them)


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2. Dynamic Spaces

3. IoT

4. The Cloud

5. AR/VR


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2. dynamic spaces

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dynamic means more function, motion, and flexibility

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NO Orange Bar

less stuff more activities, experience,

community, and training

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The Verge, 160622

connecting the inside to the outside

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what’s affected when you open the windows?

• air quality • humidity • lighting • security • ambient noise • other…

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NO Orange Barmore uses

classes events demos

shared space ideas

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https://www.youtube.com/watch?v=M_ZSg07_FBY&t=19s

Section Backgroundwhen stores change…everything changes

• lighting • electrical • networks • lines of sight • displays • gondolas

• store analytics • apps • shelf sizes • metrics + costs • floors • paint/finishes

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Section Backgroundchange = opportunities

• get a seat at the table during budgeting

• suggest a ‘study store’

• be vigilant about ROI bias

• emphasize the voice of the (end) customer

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2. Dynamic Spaces

3. IoT

4. The Cloud

5. AR/VR

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3. IoT

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artifacts without orange bar

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Section Backgroundwhy you have to know IoT

• to specify enclosures that don’t interfere with signals

• to make equipment change-outs easy

• to not interfere with store processes (your thinking matters)

• to make store ops smarter (by making your products and services smarter)

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2. Dynamic Spaces

3. IoT

4. The Cloud

5. AR/VR

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4. cloud

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it’s what connects everything to everything else

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no carts to push no bags to carry

Lotte Department Store, Budang, Seoul, SK

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what does that change?

Lotte Department Store, Budang, Seoul, SK

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https://www.youtube.com/watch?v=NrmMk1Myrxc

https://www.youtube.com/watch?v=hYN3gozk4fo

Section Backgroundthe cloud: take-aways

• understanding the dependencies between different technologies makes you a better retailer, designer, builder, or maintainer

• what’s invisible matters • learn your partner’s

language(s) • retail is a team sport • invite customers and

employees to some meetings

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2. Dynamic Spaces

3. IoT

4. The Cloud

5. AR/VR

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5. augmented + virtual reality

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virtual = on your screen augmented = in your world

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https://www.youtube.com/watch?v=uKk085CND94

Section Backgrounddesign/build/maintenance issues

• educating customers - and staff

• safe space to walk around

• sharing screens

• careful lighting controls

• video capture (social)

• high-bandwidth availability

• easy change-outs of enabling tech

• tested cleaning protocols

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bonus ideas

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Orange Background2 concepts

6 ideas

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1111

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retail incubators

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journey maps

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wrap up

pape

r

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wrap up

softw

are

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wrap up

pict

ures

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man with two heads - happy + sad

prototyping

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NO Orange BarWhat is it?

HP let's you make customer-focused decisions about service design and delivery earlier and with higher confidence than ever before!

HP blends business and theatre HP puts you + designers + actors + customers together

on stage—to see what you’re thinking!

Human Prototyping® is a licensed service.

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NO Orange Barservice design on steroids

• no cash registers • new stories • interactive displays • kiosks • video assistance

• consultative selling • training • promotions • returns • promotions

all key elements of the overall experience

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https://www.youtube.com/watch?v=WAC5iutVsZM

security

Orange Background2 concepts

• retail incubators • journey maps • prototyping

• non-store associates • machine vision • robots

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6 ideas

• present + future • creative + analytical

#1 take-away

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technology is changing the game. customers are changing the rules ;-)

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technology is changing the game. customers are changing the rules ;-)


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Services Since 2002, StoryMiners has advised leaders on how changes to their customer experiences can positively transform their brand narratives—and their bottom lines. We work side-by-side with you to do the work—and keep it fun.

You can use StoryMiners to: • introduce customer experience, story, and strategy topics as speakers and

workshop leaders • design and detail new experiences as experience designers • advise your team members as coaches and mentors • deliver an objective second opinion on your ideas or work-in-progress

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By his own admission, Mike Wittenstein is a designer who can’t draw. He advises leaders on how changes to their customer experiences can positively affect their brand narratives and their bottom lines. He is the managing partner at Storyminers, a design pioneer and developer of unique methods and tools for enhancing front-line customer experiences.

700+ engagements 25+ countries $1.6B+ value created

Select Clients: Air Canada, Apple, AT&T, Barnes & Noble, Best Buy, Blackrock, Cable & Wireless, Chick-fil-A, Clorox, Delta Air Lines, Holiday Inns, IBM, LeasePlan, McDonald’s, Party City, Publix, Safeway, SAP, Zaxby’s, and many other game-changing brands.

MBA, BA CMC, CSP, CCXP English, Portuguese, Spanish, Russian

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the next great thing

Retail