Copyright © 2020 Propelland. All rights reserved.

Seamless Omnichannel RetailPhysical & digital shopping experiences need to work hand in hand to assure convenience and safety.

www.propelland.com

BEYOND TODAY

| BEYOND TODAY 2020 © 2020 Propelland

Customers are uneasy visiting physical retailers.

S E A M L E S S O M N I C H A N N E L R E T A I L

2

The in-store experience needs to be transformed with the goal of re-establishing trust through higher standards for safety, increased convenience, and personalized meaning.

Customers are moving online as a result of the fear of being exposed to the virus. However, brick & mortar offers advantages that are difficult to imitate.

Statista

retailers in the US consider not reopening underperforming stores after the COVID-19 lockdown.

32%Statista

Customers spend an important amount of energy planning and preparing for optimizing time spent outside.

Anticipating is key

Retaildive

Top 5 reasons consumers choose in-store shopping:

1. Feel, touch and try items.

2. Take items home immediately

3. Return items easily

4. Enjoy in-store experiences.

5. Ask questions to store associates

-60

-40

-20

0

20

40

60

80

Jan Feb Mar Apr May June

Ecommerce platfromsHome improvementMerch & GroceriesApparel

Monthly year-over-year sales growth in the US from January to June 2020

Customers long for the benefits of physical interaction during the shopping experience, whether it is human or directly with the product.

Brick & mortar is still relevant

My online purchases have increased, but only now because of the situation. I prefer to go directly to the store, either for products or food. “

“ I wish an online tool existed to check or predict what's available in a particular grocery store without going there. “

“

forecasted permanent decrease in foot traffic for physical stores.

30%

GlobalWebIndex

| BEYOND TODAY 2020 Copyright © 2020 Propelland all rights reserved.

Ensure safety while shopping indoorsS E A M L E S S O M N I C H A N N E L R E T A I L

3

Monitor employees social distancing with automated safety technologies such as image recognition and thermal fever detection cameras to ensure their health and safety.

Redesign the stores’ layout with data driven smart planograms to optimize the time customers spend shopping and at risk of exposure.

Implement an online booking system to avoid over-saturation, decreasing shopper’s risk for infection by skipping the queue while creating opportunities for a personalized experience.

Implement systems that allow for independent shopping such as customer self checkout and contactless payments, reducing friction from contact between employees and customers.

Implement occupancy limits through automatic crowd control based on the number of people inside the store to minimize interaction at the entrance. 

Pepper Construction, a construction company based in Chicago, began using software to keep track on when and where workers may be grouping.

Dr. Jart+’s flagship stores provides costumers with the cleanest surfaces, air, and water to protect them.

Sodexo implemented sensors that measure canteens’ occupancy which is displayed to diners at the entrance.

Moss Bros will launch a one-to-one in-store appointment service as part of the phased reopening of its stores.

The Dash Cart is a smart shopping cart that automatically detects the items that are placed inside and checks you out digitally.

www.shop.com

Jul

X

11:30 am

Make appointment

2 m

Store9/10

10 peoplelimit

| BEYOND TODAY 2020 Copyright © 2020 Propelland all rights reserved.

Reshaping consumer experience to fit new convenience standardsS E A M L E S S O M N I C H A N N E L R E T A I L

4

Apply artificial intelligence/machine learning for precise behavior-based customer segmentation to predict demand, provide personalized recommendations, and targeted incentives. 

Offer virtual concierge and personal shopper services to help customers vet choices just like they would in a physical environment and increase online conversion rates.

Implement localized retail showrooms for product exhibition and product testing to increase customer’s certainty on the brand while shopping online.

Partner with manufacturers to implement IoT solutions at home to to enable personalized services and promotions like automatic re-ordering or discounts on specific items based on real-time inventory.

The AI draws from customer measurements and feedback, the expertise of personal wardrobe stylists, and current trends, to provide tailored recommendations to subscribers.

Fresh Direct and the latest version of Samsung’s Family Hub fridge help you make a shopping list based on image recognition of your groceries.

The Levi’s Virtual Stylist is a personal shopping assistant that provides personalized style and size recommendations.

2x1

Restock

Add to shopping list

The Cainiao Box is a temperature-controlled ‘smart’ locker outside your door with facial recognition for food deliveries.

Nike Soho offers personalized services, from exclusive digital & physical trial spaces to product customization, linking its digital and physical platforms.

Implement contactless pickup systems either in-store or using lockers (BOPIS/BOPIL) to reduce personal contact between employees and customers and improve delivery times.

Click & Collect

| BEYOND TODAY 2020 Copyright © 2020 Propelland all rights reserved.

Evolving the role and value of the physical storeS E A M L E S S O M N I C H A N N E L R E T A I L

5

Implement points of sale that double as delivery hubs for other

brands and services to attract new

consumers.

Transform stores into micro fulfillment centers to improve

last mile delivery efficiency with

existing footprint.

Digitalize the physical environment to gain insight into

consumers behavior inside the

store, optimizing planograms and

layouts.

Install vending machines in

strategic locations, leveraging cashless and image recognition technologies to cut operating

costs and avoid human contact.

Kroger will be building the first robot-powered fulfillment warehouses to automate the process of online grocery order fulfillment.

Walgreens offers retailers a service for their customers to make pickups and returns at its stores or other locations in the Narvar Concierge network. 

Hema’s app, allows customers to scan barcodes to find out product information and recipe ideas to then repurchase online in the future.

Circle K rolled out several vending machines at gas stations in Arizona and Delaware North

Increase the capacity of drive thru and click & collect systems to reduce queues’ wait time for payments and delivery pick-ups.

Burger King’s new restaurant design includes multiple drive thru lanes, one of them exclusively for delivery drivers.

Delivery laneLane 2Lane 1

| BEYOND TODAY 2020 Copyright © 2020 Propelland all rights reserved.

End-To-End JourneyS E A M L E S S O M N I C H A N N E L R E T A I L

6

Onboarding Trip planning In-store Self-checkout Pick-up Returns Repurchase

QR Codes I access a instructive video through a QR code provided by a store clerk or found in the store.

Check Inventory Before leaving the house I check online the available inventory of the products and sizes I need.

Increase Variety I purchase products and services satisfying a wide variety of needs visiting only one single store.

Through the app I scan the QR code on the receipt and pay directly through the app.

Pickup in locker (BOPIL) I purchase products online and pick them up at a locker that opens with a QR code available through the app.

Return in locker I choose the products I wish to return in an app and drop them off at a nearby locker that opens with a QR code.

Tailored promotions Based on my history of purchases I receive personalized discounts and product promotions.

Social Media Ads I watch videos about the new retail experience through social media ads.

Plan Impulse Purchases I receive recommendations through the digital channels before visiting the store.

In-store Path Mapping I am able to follow a route that leads me to the things I want to purchase.

At Special Counter I scan the products myself and use contactless payment through special self-checkout registers.

Pickup in store (BOPIS) I purchase products online and pick them up at the local store’s parking lot.

Return in store I choose the products I wish to return in the app and drop them off at a special counter in the closest store.

Digital loyalty ecosystems Multi-store reward programs are compatible with self-checkout and digital payment alternatives.

Store’s App I access the store’s app to be aware of the new physical experience and it's benefits.

Schedule Visit I am able to schedule the day and time of my visit or view the business hours in which the store is less crowded.

Product Testing & Trying In the store I am able to try the products and receive advice from a specialist before placing an online order delivered at home.

Image Recognition I access the store with a QR code available through the app and the cameras in the shelves register the products I pick.

Pick-up in another store I purchase products online and pick them up at a store from a different brand.

Proximity return hubs I choose the products I wish to return in an app and drop them off at a nearby location other than the store.

Umbrella Brands’ Loyalty I receive benefits according to my history of purchases across the family-brands.

| BEYOND TODAY 2020 Copyright © 2020 Propelland. All rights reserved.7

Methodology to accelerate impact

| BEYOND TODAY 2020 Copyright © 2020 Propelland. All rights reserved.

Accelerating Transformation for Immediate ResultsH O W W E C A N H E L P

8

Day 1 Defining the Challenge

Day 2-3 Redefining Value Prop + Pipeline

Day 4-5 Prototype Strongest Value Propositions

Week 2 Market Pilot to Gather Data

Week 3-X Optimize, Scale for Full Launch

Analysis of the current business and market context.

Analysis of the current value proposition, and planned pipeline.

Map customer journey and identify pain points.

Current business model canvas

Customer journey map

Challenges + opportunities map

Brainstorming sessions to redefine value propositions and pipeline.

Create solution canvases to define ROI potential, and key assumptions.

Prioritize solutions to pick the top 1-2 to prototype.

Pipeline reprioritization

Redefined value propositions

Solution canvases for ROI

Define MVP features/functionalities and success metrics.

Design mockups/prototypes to test MVP hypotheses and assumptions.

Define plan to generate demand during pilot.

Physical/digital MVP prototypes

Pilot testing plan

Pilot results and learnings

Define scaling plan identifying technology, operational, and human resource needs.

Build and implement in design, engineering and strategy sprints.

Market scaling

DELIVERABLES

Run limited pilot to gather data to measure success: customer value, ROI potential.

Iterate prototype features to make rapid adjustments in value proposition.

| BEYOND TODAY 2020 Copyright © 2020 Propelland. All rights reserved.

Relevant Propelland ExperienceH O W W E C A N H E L P

9

COCA COLA COKE AND GO Designed a frictionless and user friendly experience integrating new technologies for a payment system that allows for self checkout.

COCA - COLA SODA SHOPPE Designed a unique retail experience to connect with younger generations looking for new ways to engage.

COCA-COLA COOLER 2.0 Designed the next generation of POS coolers that allow for a larger inventory volume in the same footprint as before.

BANC SABADELL FUTURE RETAIL BANK Designed the space for a concept bank based around a collaborative space that brings people together.

LATINO FACTOR DTC STRATEGY Helped Latino Factor grow from distributing through stores to enabling consumers to order their favorite snacks & beverages directly through their website.

WALMART SMART SHOPPER Designed an app to allow shoppers to browse product in-stores from home. Featured smart recommendations for purchases based on pervious purchases and and projected groceries at home.

| BEYOND TODAY 2020 Copyright © 2020 Propelland. All rights reserved.10

Madrid

Glorieta de Quevedo, 5D 28015 Madrid helloMAD@propelland.com

San Francisco

610 22nd St #316 San Francisco, California 94107, USA helloSF@propelland.com

Mexico city

Volcán 150, # 202, Lomas de Chapultepec, Mexico City 11000, Mexico helloMX@propelland.com

Bogotá

Calle 81 #11-08 Bogotá 110221, Colombia helloCO@propelland.com

Monterrey

Boulevard Díaz Ordaz 333 San Pedro Garza García, Nuevo León helloMX@propelland.com

Shanghai

135 Yanping Rd. Jing’an, Shanghai, P.R. China helloCH@propelland.com

propelland is a global strategy, design, and engineering firm helping companies transform and grow.

www.propelland.com

we bring to life products, services, and ideas that add value to people’s lives.