Shopping is Emotional! Service Design can help!

ServiceDesign&Shopping

Recent shopalongs with consumers starkly revealed the emotional rollercoaster ride that many embark on as they seek the perfect purchase. Shoppers are browsing, learning, buying, and engaging with both the brands they know and the ones they don’t in increasingly complex ways. The customer journey they take from identifying a need to considering a product, from using a new purchase to becoming a loyal customer is no longer a linear path but rather a series of parallel and intersecting lines and loops.

Once upon a time shopping was simple. Get in the car, hop on the bike, or simply walk to the store that holds the product you need…view the selection at hand, decide, and buy. Shopping is not simple anymore…as soon as you open yourself up to the possibilities presented through the amazing array of channels within which one can research, browse and purchase.