Moving beyond omnichannel experiences
Retailers are moving beyond omnichannel and aspire to provide harmonised end-to-end experiences. We use our design skills to support retailers in offering a consistent experience before, during and after a purchase – even extending to interactions facilitated by carriers, wholesalers and partners.
A great retail experience is also no longer just about the moment of purchase. Retailers experiment with value added services before and after purchase – like repairs, recycling, resale and rental. Delivering such services requires a frictionless collaboration between marketing, sales, it, logistics and finance. At Livework, we are experts in facilitating these collaborations and connecting the customer experience with operational realities.
Increased transparency & sustainability
More and more customers embrace those retailers that allow them to minimise their impact on the planet and the people involved in the supply chain. Product history, footprint information and sustainable delivery are options that allow customers to shop (more) consciously. We supported various retail clients to design these alternative and pioneering options in a way that it aligns with (the constraints in) their operations.
I am a lead service designer and a researcher with a strong interest in human behaviour and user research. I work on the crossroads of service design, human behaviour and business to create meaningful customer experiences that deliver value to both the customer and business.