STORE EXPERIENCE DESIGN

STORE EXPERIENCE CASE STUDIES

SUBMITTED BY
PRAGYA SINGH
BD/21/714
FC SEM 3
 IKEA
1.
One brand, many companies, and many, many
people – that’s us in a nutshell. Spread all over the
world, we have a passion for home furnishing and an
inspiring shared vision: to create a better everyday
life for the many people. This, together with our
straightforward business idea, shared values, and a
culture based on the spirit of togetherness, guides us
in everything we do.
 STAKEHOLDERS EXPERIENCE PROBLEMS THEY FACED

Employees together in IKEA environments that are Social Cue

diverse, inclusive, and open, and each of them Situational consumer and retailer factors affecting
offers something unique. store shopping
They engage in the communities in which they
operate to learn and share ideas, and to work .
together to make a positive impact on livelihoods VALUE ADDITION SERVICES
and contribute to a more inclusive local economy. Click & Collect
They are collaborating with nearly 2,100 suppliers Personal Shopper
to reduce the environmental impact of the IKEA Home Furnishing and Planning services
supply chain and beyond, while also improving . Kitchen Installation Services
working conditions.
Every year, IKEA employees make hundreds of
home visits around the world. So far, we have
gathered information from over 5,300 home visits .
around the world.
 CUSTOMER RELATIONSHIP

1
Flat Pack Assembly Kit
3 Social Interactions

.
2
Cutomer Direct
4 Informative Stores
Transactions
 Sephora 2.
Owned by LVMH Moët Hennessy Louis Vuitton, the
world's leading luxury goods group, Sephora is highly
regarded as a beauty trailblazer, thanks to its prestige
products, unbiased service from experts, interactive
shopping environment, disruptive spirit and constant
innovation.
 STAKEHOLDERS EXPERIENCE VALUE ADDITION SERVICES

Get to know them Offers Location based content

Make it easy Social shopping platforms facilitates
Appreciate them collabarative beauty browsing
Make it fun Chatbots & In- app voice control enables
Give them purpose beyond profit conversational commerce
Beauty insider program cultivates deep loyalty
PROBLEMS THEY FACED
Unfamiilarity with the Price range
Unable to find free associates to assist
Product reviews in store:
 CUSTOMER RELATIONSHIP

1
Facial Scanning helps the
3
Frangrance IQ & Instascent
beauty shoppers find the creates in-store sensory
perfect color match experiences

2
Skincare IQ personalizes
4
Personalized beauty services
skincare recommendations
 H&M
3.
H & M Hennes & Mauritz
AB or H&M Group
(abbreviated H&M) is a multinational clothing
company based in Sweden that focuses on fast-
fashion clothing for men, women, teenagers, and
children.
H&M was founded by Erling Persson, and its current
CEO is Helena Helmersson.
 STAKEHOLDERS EXPERIENCE VALUE ADDITION SERVICES

In-store customer interactions Offer Conscious Points in addition to a digital

An opendoor policy, encouraging constant voucher
feedback. Self-service checkouts
Anonymous worker surveys Collect, recirculate and recycle
Sharing their consious message Virtual try-ons are based on individual
measurements
PROBLEMS THEY FACED
Failed to deliver on having in stock the
products consumers want.
Assortment mix issues tied to prices,
fashion level and product type.
 CUSTOMER RELATIONSHIP

1
Climate-smart delivery
3
Rental in store
options

2
Smart mirrors
4
More payment options
 Starbucks
4.
Starbucks Corporation is an American multinational
chain of coffeehouses and roastery reserves
headquartered in Seattle, Washington. It is the
world's largest coffeehouse chain. As of November
2021, the company had 33,833 stores in 80
countries, 15,444 of which were located in the United
States.
 STAKEHOLDERS EXPERIENCE VALUE ADDITION SERVICES

pays for 56% of tuition fees for employees’ Starbucks aims at building customer loyalty
junior and senior years at the University. through its in-store customer service.
Starbucks Community Store program aims to A substantial amount of value is created when
assist local non-profit organizations in their efforts baristas make drinks for customers.
to provide education and training to achieve poverty Many customers use Starbucks stores as a
eradication for the young segment of population. makeshift office or meeting place because of free
and unlimited Wi-Fi.
PROBLEMS THEY FACED
Too many stores in the same radius
Cultural issues (Japan food & coffee),
no smoking.
Tea drinking countries opposed coffee
 CUSTOMER RELATIONSHIP

1
Upscaling & Inviting
3
Customization of drinks
Environment

2
Greetings from Barista
4 Free In-store Refills
 Target
5.
Target Corporation (doing business as Target and
stylized in all lowercase since 2018) is an American
big box department store chain headquartered in
Minneapolis, Minnesota. It is the seventh largest
retailer in the United States.
 STAKEHOLDERS EXPERIENCE VALUE ADDITION SERVICES

Training and workshops for vendors Target is approaching D2C as a fad, as a

Compensations and benefits for employees. pop-up store or microsite that will come and go
Transparency in reporting to government Same-day online pick-up in stores
Waste elimination and reduction Target treats each social channel with a different
content mindset

PROBLEMS THEY FACED

Bad supply chain constraints
Slowdown in spending has been uneven
depending on the kind of product
 CUSTOMER RELATIONSHIP

1
creates a visual experience
3self-checkout, grab-and-go
with elevated product food items and a beer/wine
displays shop

2
Great Store replenishment
and merchandising systems
 Fabindia
6.
John Bissel started FabIndia in 1960 in New
Delhi.FabIndia is a well-known retail brand that sells
various hand made products through its stores
across India and overseas. They are probably the
best-known urban middle class brand in India. It
would not be wrong to say that they define the
middle class look for Indians. Though they are best
known for home linen and garments, they have
expanded into organic food, personal care products,
furniture and Jewellery.
 STAKEHOLDERS EXPERIENCE VALUE ADDITION SERVICES

Engage closely with Artisians Shop-from-home service

Fabindia procured directly from rural artisans Setup of Fab cafes
without any middlemen, causing them to have higher Garments that have been tried but not purchased
profit margins than their competitors. are kept aside for 24 hours and then steamed and
Promotes India's Lost Handloom heritage sanitized before being placed back on shelves and
hangers.
PROBLEMS THEY FACED
The lack of a promotional strategy and
over-dependence on word of mouth
Sourcing and back-end operations need to
be strengthened
 CUSTOMER RELATIONSHIP

1
Enhancing Visual
3
Workshops and curated
Experience events at our retail stores

2
Omnichannel experience
4Everything under one roof
 McDonald's
7.
McDonald's Corporation is an American multinational
fast food chain, founded in 1940 as a restaurant
operated by Richard and Maurice McDonald, in San
Bernardino, California, United States. It is the world's
largest restaurant chain by revenue,serving over 69
million customers daily in over 100 countries in more
than 40,000 outlets as of 2021.McDonald's is best
known for its hamburgers, cheeseburgers and french
fries, although their menus include other items like
chicken, fish, fruit, and salads.
 STAKEHOLDERS EXPERIENCE VALUE ADDITION SERVICES

It leverage supplier's insights, expertise and It catered to working adults' busy schedules
partnerships to drive effective action across the seeking convenience meals, "Grab & Go &
supply chain. " Drive-Thru.
Keep the customers engaged by offering a McDonald's has catered its offering according
hotline where they can get in touch to share their to the convenience and lifestyle of its consumers.
thoughts and ideas.

PROBLEMS THEY FACED

Slow, inaccurate service

Cultural constraints
 CUSTOMER RELATIONSHIP

1
Complimentary Wi-Fi
3
In-restaurant touchpoints

2
Hosts special events and
parties
 Chumbak 8.
It all started with Vivek and Shubhra’s love for travel
& collecting souvenirs. In 2010 they founded
Chumbak (Ch-oom-buck) - it means a Magnet in
Sanskrit- in Bangalore, with the idea of designing fun
souvenirs & collectibles inspired by India.
Since then, Chumbak has grown into a globally
inspired lifestyle brand, creating joyful products in
categories across home décor, fashion, accessories,
and personal care, all designed to brighten up your
living space, your office, and your wardrobe.
 STAKEHOLDERS EXPERIENCE VALUE ADDITION SERVICES

'No Call Wednesday' for staffs to strike worklife Ensuring that our best sellers are never out
balance of stock.
Regular feedback from customers. Omnichannel presence to connect our stores
and Chumbak.com which results in decline in
loss of sale due to product availability.

PROBLEMS THEY FACED

finding a foothold in a market driven

by pricing
Understanding the consumer from
a region and segmentation perspective
 CUSTOMER RELATIONSHIP

1
Flooring has been
3
Eye pleasing experience
customised to create zones
through visual merchandising
in the store based on the
merchandise

2
Exciting pop up stores to
display new products launch
 Swaroski 9.
Swarovski is an Austrian producer of glass based in
Wattens, Austria, and has existed as a family-owned
business since its founding in 1895 by Daniel
Swarovski.
The company is split into three major industry areas:
the Swarovski Crystal Business, which primarily
produces crystal glass, jewelry and accessories
 STAKEHOLDERS EXPERIENCE VALUE ADDITION SERVICES

Keep close touch with consumers to understand Technological leaders in cut crystal business.
their needs. Omnichannel presence to connect our stores
Achieving and maintaining gender equality and Chumbak.com which results in decline in
in senior management and board positions loss of sale due to product availability.

PROBLEMS THEY FACED

A peculiar problem of limited supply

of locations.
Unable to beat competition from Egypt
and China
 CUSTOMER RELATIONSHIP

1
Culture Driven approach
3
Distinctive display of
products

2
Lighting ensures to despict
the brand value and color.
 Forest Essentials 10.
Forest Essentials is an Indian cosmetics, skincare
and perfume company that specialises in Ayurvedic
preparations for its products. It was founded in 2000
by Mira Kulkarni in New Delhi, India
Mira Kulkarni started the business in 2000 with an
investment of Rs.2 lakhs, then only selling
handmade soaps and candles. The business
expanded after the Delhi hotel Hyatt Regency
ordered the soaps for their rooms. In 2005–2006, the
company posted sales of Rs.6 crore.
 STAKEHOLDERS EXPERIENCE VALUE ADDITION SERVICES

Empowering local women through employment Visual appeal and color of the product and
Sourcing clean drinking water for nearby villages packaging.
Project Paathshala Scents used in store gives the essence of nature
Customized creams

PROBLEMS THEY FACED

Does not have huge international

presence despite the exposure.
Existing brands and high end stores catering
to needs of their customers.
 CUSTOMER RELATIONSHIP

1
Each element in the store is
3
Showcasing extraordinary
central to Forest Essentials’ journey of India routed
philosophy of ‘five senses’ trough Ayurveda.

2
Fragrant packaging
ritual using flowers
and oils
Thank You