BRIEF
Provide market best practices to inspire the vision of a shopping mall in 2030. Create an overall digital concept with a focus on the info point and how technology and future services can transform this go-to area into a hybrid service space.
SITUATION
Seeing changes in consumer behaviour and frequency in shopping malls, the client kicked of a project to create a physical and digital concept for the vision of a shopping mall in 2030. This should enable them to properly plan and cost out required actions to meet changing demand and stay attractive in a competitive landscape.
OUR ROLE
Consult on digital possibilities and inspire with best practices around how to apply technology in a customer centric way.
OUTCOMES
The team has brainstormed on application of current and futuristic technologies, and identified services and the service point as a key differentiator along the journey. Based on these insights the team create a digital concept that includes:
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Touchpoint description with respective technology requirements
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Added value along the customer journey
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Technical dependency map
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Considerations around current processes and responsibilities
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Business Case draft as a decision scenario