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:
- Touchpoint description with respective technology requirements
- Added value along the customer journey
- Technical dependency map
- Considerations around current processes and responsibilities
- Business Case draft as a decision scenario
