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Summary
Retail presents a uniquely exciting environment in which to discover service design journeys at the intersection of physical and digital spaces. What role can store employees play in the development of new technological processes? How can we engage with this environment and its people in a meaningful, impactful way? In this community videoconference, we cover approaches from a UX research and strategy lens with REI as a case study, and reflect on the challenges faced in this space.
Key Insights
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Forge your own path by navigating around obstacles creatively in Enterprise settings.
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Every person on your team matters; include diverse perspectives in research and insights gathering.
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Physical prototyping in real-world environments yields valuable insights that digital methods may overlook.
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Share findings broadly within the organization to humanize users and create empathy for their experiences.
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Reframe your understanding of users as partners whose insights are crucial to service design and product development.
Notable Quotes
"When expectations are low for process, it’s the perfect opportunity to rifle through new approaches."
"The most underutilized asset in a retail environment is the store employees themselves."
"It’s crucial to bridge connections between different teams to avoid siloed insights and foster collaboration."
"It's easy to stay immersed in digital, but physical contexts matter immensely for designing multi-channel experiences."
"Don’t underestimate the power of storytelling in conveying users’ needs to stakeholders."
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