design:retail - June 2015 - (Page 38)

searching for steve jobs 038 The Importance of Purpose ROBERT HOCKING RETALE MATTERS robert@retalematters.com @rhockinguk FUNCTION I FORM WORK IN RETAIL, but like most peo- ple, if you don't give me a reason to shop with you, I won't. This is the lens I use when considering what constitutes a great store, and more often than not I am disappointed by what's out there. Most of this comes from spaces that give little more than simply the reason to grab and go; what online provides, but saves the price of gas. And herein lies retail design's great potential. There are three layers to design: the functional, the aesthetic and the experiential. All serve a purpose, but not all are applied. The majority of stores will feature reasonably competent functional design aimed at serving the commercial purpose of simplifying the way products are stored, displayed and purchased. This is the equivalent of checking a box. Many retailers will go one step further and will engage designers to create an aesthetic setting in which the functional is complemented by the belief, presumably, that a nicer looking store will deliver more interest from shoppers. This is rarely true, but it's certainly a big part of conventional wisdom. The final, and rarest of the three, is experiential, where store design reaches beyond function and form to provide the reason for getting off the couch. Of the three, experiential design is the most closely related to the great challenge of physical retail today-a redefinition of purpose. It also matters more than the other two. To understand the thinking driving retail experience, I recently hosted a panel discussion with some of U.K. retail's best and brightest, including Selfridges, Disney, EE, Argos, Intel, Google, Tesco, and Metro Bank. What brought us together was interest in exploring whether a shopper's return on time, effort and investment is still worth a visit to a physical store, considering the world we live in features so JUNE 2015 DESIGNRETAILONLINE.COM to confuse matters. The grocery sector, as an example, has done little to capitalize on customer data to improve their ability to serve the needs of shoppers. 4. PURPOSE Brands need a core driving purpose. With the advent of online and, more recently, mobile devices in the shopper journey, the exposure to competition and price checking has put pressure on retailers to be more than just another destination to purchase stuff. Low prices are often a desperation play from retailers struggling to differentiate themselves. Brands and retailers with a clearly defined purpose tend to manage through retailing's increasingly dynamic state. 5. The "best" is yet to come. What brands/ much choice and way too many retailers where discounting isn't a strategy, but a result. Here's a summary of what came out of our discussion: 1. Revolution on the inside leads to evolution on the outside. Internal culture makes or breaks a retailer. Most retailers struggle to gain internal alignment around a common purpose, even a common understanding about what their business fundamentally is about. 2. Context is key. Understanding what truly matters to shoppers along the customer journey is central to analyzing how to best build differentiation in the retail offer. Virgin Airlines was highlighted as an example of a company that understands that small gestures or small moments for the customer deliver greater overall impact for the brand. 3. Retailers haven't truly capitalized on big data. Without a sense of purpose, big data is likely going retailers are getting the multichannel game right? In fact, there was no consensus among our group. These leaders in the business felt the industry was a long way away from figuring it out. The best hasn't shown itself yet-and here is our collective challenge. As people working in the retail design industry, we need to begin every project by asking ourselves what the larger purpose of our brand or environment truly is about. What do we serve beyond merely being a shed that stores product? In the end, if the only thing you create is a pretty store, then you are part of the problem. If we understand this and create spaces at the ultimate service of inspiring customers to buy and return, people will stop questioning whether physical stores have a reason for remaining the most vital place for people to buy products. ROBERT HOCKING IS A LONDON-BASED RETAIL BRAND CONSULTANT WHO LOVES RETAIL BUT HATES SHOPPING-AND CONTINUES TO SEARCH FOR STORES THAT WILL CHANGE HIS MIND. Illustration courtesy of HERMINUTOMO/ISTOCK/THINKSTOCK http://www.DESIGNRETAILONLINE.COM

design:retail - June 2015

Table of Contents for the Digital Edition of design:retail - June 2015

Editor’s Note
Show Talk
On Trend
We Love This!
Designer Picks
Clicks & Mortar
Postcard
Have You Heard?
Mingle
The Visual Eye
Searching for Steve Jobs
Home Turf
Online? Meet Offline
Retail Spectacle
Products
Backstory
design:retail - June 2015 - Intro
design:retail - June 2015 - CT1
design:retail - June 2015 - CT2
design:retail - June 2015 - Cover1
design:retail - June 2015 - Cover2
design:retail - June 2015 - 1
design:retail - June 2015 - 2
design:retail - June 2015 - 3
design:retail - June 2015 - 4
design:retail - June 2015 - 5
design:retail - June 2015 - Editor’s Note
design:retail - June 2015 - 7
design:retail - June 2015 - Show Talk
design:retail - June 2015 - 9
design:retail - June 2015 - On Trend
design:retail - June 2015 - 11
design:retail - June 2015 - 12
design:retail - June 2015 - 13
design:retail - June 2015 - 14
design:retail - June 2015 - 15
design:retail - June 2015 - We Love This!
design:retail - June 2015 - 17
design:retail - June 2015 - 18
design:retail - June 2015 - 19
design:retail - June 2015 - Designer Picks
design:retail - June 2015 - 21
design:retail - June 2015 - Clicks & Mortar
design:retail - June 2015 - 23
design:retail - June 2015 - 24
design:retail - June 2015 - 25
design:retail - June 2015 - Postcard
design:retail - June 2015 - 27
design:retail - June 2015 - Have You Heard?
design:retail - June 2015 - 29
design:retail - June 2015 - 30
design:retail - June 2015 - 31
design:retail - June 2015 - Mingle
design:retail - June 2015 - 33
design:retail - June 2015 - 34
design:retail - June 2015 - 35
design:retail - June 2015 - The Visual Eye
design:retail - June 2015 - 37
design:retail - June 2015 - Searching for Steve Jobs
design:retail - June 2015 - 39
design:retail - June 2015 - Home Turf
design:retail - June 2015 - 41
design:retail - June 2015 - 42
design:retail - June 2015 - 43
design:retail - June 2015 - 44
design:retail - June 2015 - 45
design:retail - June 2015 - 46
design:retail - June 2015 - 47
design:retail - June 2015 - Online? Meet Offline
design:retail - June 2015 - Retail Spectacle
design:retail - June 2015 - 50
design:retail - June 2015 - 51
design:retail - June 2015 - 52
design:retail - June 2015 - 53
design:retail - June 2015 - 54
design:retail - June 2015 - 55
design:retail - June 2015 - 56
design:retail - June 2015 - 57
design:retail - June 2015 - 58
design:retail - June 2015 - 59
design:retail - June 2015 - 60
design:retail - June 2015 - 61
design:retail - June 2015 - 62
design:retail - June 2015 - 63
design:retail - June 2015 - Products
design:retail - June 2015 - 65
design:retail - June 2015 - 66
design:retail - June 2015 - 67
design:retail - June 2015 - 68
design:retail - June 2015 - 69
design:retail - June 2015 - 70
design:retail - June 2015 - 71
design:retail - June 2015 - Backstory
design:retail - June 2015 - Cover3
design:retail - June 2015 - Cover4
https://www.nxtbook.com/nxtbooks/designretail/20200708
https://www.nxtbook.com/nxtbooks/designretail/20200506
https://www.nxtbook.com/nxtbooks/designretail/20200304
https://www.nxtbook.com/nxtbooks/designretail/20200102
https://www.nxtbook.com/nxtbooks/designretail/20191112
https://www.nxtbook.com/nxtbooks/designretail/20190910
https://www.nxtbook.com/nxtbooks/designretail/201907
https://www.nxtbook.com/nxtbooks/designretail/201906_v2
https://www.nxtbook.com/nxtbooks/designretail/201906
https://www.nxtbook.com/nxtbooks/designretail/201905_v2
https://www.nxtbook.com/nxtbooks/designretail/201905
https://www.nxtbook.com/nxtbooks/designretail/201904
https://www.nxtbook.com/nxtbooks/designretail/2019_v2
https://www.nxtbook.com/nxtbooks/designretail/201903_v2
https://www.nxtbook.com/nxtbooks/designretail/201903
https://www.nxtbook.com/nxtbooks/designretail/20190102_v2
https://www.nxtbook.com/nxtbooks/designretail/20190102
https://www.nxtbook.com/nxtbooks/designretail/20181112_v2
https://www.nxtbook.com/nxtbooks/designretail/20181112
https://www.nxtbook.com/nxtbooks/designretail/201810
https://www.nxtbook.com/nxtbooks/designretail/201809
https://www.nxtbook.com/nxtbooks/designretail/201808
https://www.nxtbook.com/nxtbooks/designretail/201807
https://www.nxtbook.com/nxtbooks/designretail/20180607
https://www.nxtbook.com/nxtbooks/designretail/20180405
https://www.nxtbook.com/nxtbooks/designretail/201803
https://www.nxtbook.com/nxtbooks/designretail/201802
https://www.nxtbook.com/nxtbooks/designretail/201801
https://www.nxtbook.com/nxtbooks/designretail/20171112
https://www.nxtbook.com/nxtbooks/designretail/201710
https://www.nxtbook.com/nxtbooks/designretail/201709
https://www.nxtbook.com/nxtbooks/designretail/201708
https://www.nxtbook.com/nxtbooks/designretail/201707
https://www.nxtbook.com/nxtbooks/designretail/201706
https://www.nxtbook.com/nxtbooks/designretail/201704
https://www.nxtbook.com/nxtbooks/designretail/201703
https://www.nxtbook.com/nxtbooks/designretail/201702
https://www.nxtbook.com/nxtbooks/designretail/201701
https://www.nxtbook.com/nxtbooks/designretail/20161112
https://www.nxtbook.com/nxtbooks/designretail/201610
https://www.nxtbook.com/nxtbooks/designretail/201609
https://www.nxtbook.com/nxtbooks/designretail/201608
https://www.nxtbook.com/nxtbooks/designretail/201607
https://www.nxtbook.com/nxtbooks/designretail/201606
https://www.nxtbook.com/nxtbooks/designretail/20160405
https://www.nxtbook.com/nxtbooks/designretail/201603
https://www.nxtbook.com/nxtbooks/designretail/201602
https://www.nxtbook.com/nxtbooks/designretail/201601
https://www.nxtbook.com/nxtbooks/designretail/20151112
https://www.nxtbook.com/nxtbooks/designretail/201510
https://www.nxtbook.com/nxtbooks/designretail/201509
https://www.nxtbook.com/nxtbooks/designretail/201508
https://www.nxtbook.com/nxtbooks/designretail/201507
https://www.nxtbook.com/nxtbooks/designretail/201506
https://www.nxtbook.com/nxtbooks/designretail/20150405
https://www.nxtbook.com/nxtbooks/designretail/201503
https://www.nxtbook.com/nxtbooks/designretail/201502
https://www.nxtbook.com/nxtbooks/designretail/201501
https://www.nxtbook.com/nxtbooks/designretail/20141112
https://www.nxtbook.com/nxtbooks/designretail/201410
https://www.nxtbook.com/nxtbooks/designretail/201409
https://www.nxtbook.com/nxtbooks/designretail/201408
https://www.nxtbook.com/nxtbooks/designretail/201407
https://www.nxtbook.com/nxtbooks/designretail/201406
https://www.nxtbook.com/nxtbooks/designretail/20140405
https://www.nxtbook.com/nxtbooks/designretail/201403
https://www.nxtbook.com/nxtbooks/designretail/201402
https://www.nxtbook.com/nxtbooks/nielsen/designretail_201401
https://www.nxtbook.com/nxtbooks/nielsen/ddi_20131112
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201310
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201309
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201308
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201307
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201306
https://www.nxtbook.com/nxtbooks/nielsen/ddi_20130405
https://www.nxtbook.com/nxtbooks/nielsen/ddi_20130203
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201301
https://www.nxtbook.com/nxtbooks/nielsen/ddi_20121112
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201210
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201209
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201208
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201207
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201206
https://www.nxtbook.com/nxtbooks/nielsen/ddi_20120405
https://www.nxtbook.com/nxtbooks/nielsen/ddi_20120203
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201201
https://www.nxtbook.com/nxtbooks/nielsen/ddi_20111112
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201110
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201110v2
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201109_v2
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201109
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201108_v2
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201108
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201107
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201106
https://www.nxtbook.com/nxtbooks/nielsen/ddi_20110405
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201103
https://www.nxtbook.com/nxtbooks/nielsen/ddi_20110102
https://www.nxtbook.com/nxtbooks/nielsen/ddi_20101112
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201010
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201009
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201008
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201007
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201006
https://www.nxtbook.com/nxtbooks/nielsen/ddi_20100405
https://www.nxtbook.com/nxtbooks/nielsen/ddi_201003
https://www.nxtbook.com/nxtbooks/nielsen/ddi_20100102
https://www.nxtbook.com/nxtbooks/nielsen/ddi_20091112
https://www.nxtbook.com/nxtbooks/nielsen/ddi_200910
https://www.nxtbook.com/nxtbooks/nielsen/ddi_200909
https://www.nxtbook.com/nxtbooks/nielsen/ddi_200908
https://www.nxtbook.com/nxtbooks/nielsen/ddi_200907
https://www.nxtbook.com/nxtbooks/nielsen/ddi_200906
https://www.nxtbook.com/nxtbooks/nielsen/ddi_200905
https://www.nxtbook.com/nxtbooks/nielsen/ddi_200904
https://www.nxtbook.com/nxtbooks/nielsen/ddi_200903
https://www.nxtbook.com/nxtbooks/nielsen/ddi_200902
https://www.nxtbook.com/nxtbooks/nielsen/ddi_200901
https://www.nxtbook.com/nxtbooks/nielsen/ddi_200812
https://www.nxtbookmedia.com