Monthly Archives: December 2012

connecting retail

When iconic hair company Bumble and bumble came to us with the request to re-imagine their founding flagship salon in New York their focus was on including a strong retail element into their offering. It was clear that the retail space had to be at the front of the store so it could be seen and accessed directly from the street independently of the salon hours. What makes Bumble and bumble so exciting is their artistry and creativity. So we were looking for a way to let this energy transcend into the retail space and at the same time not hide the salon behind retail and away from the street view.

The answer was to separate the two entities by a semi open retail partition that would function simultaneously as a product display wall. See-through and “woven” together by an abstraction of hair texture, which then became the theme throughout the salon design, these retail walls define the new retail area at the entry of the salon and are now iconic elements of the Bumble design language.

www.omniform.us

The re-imagined Bumble and bumble salon by regis pean+omni//form

the new retail area and the salon are both visible from the outside

Retail foyer of Bumble and bumble re-imagined by regis pean+omni//form

the see-through display wall forms the retail foyer of the
re-imagined Bumble and bumble salon

regis pean+omni//form for Bumble and bumble New York Uptown

hair textures abstractions throughout the Bumble and bumble salon

cut floor Bumble and bumble New York uptown re-imagine by regis pean+omni//form

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Moving the crowds- strategic planning_part 3

In my previous post “Leading the way!” I wrote about how strategic “attractors” can help pull the customers through space by providing a sequence of stimuli throughout the experience. Today I want to look at how care needs to be given equally to the layout of the path.

We believe that a store layout is more favorable when it allows for a customer journey without repetition.

Creating a round trip experience will keep the attraction and interest levels up. As they move through a choreographed sequence of experiences they will not realize their way through the store, unless the way is experienced backwards, even for some parts. The repeated path is usually without value for the retailer as the customer will have the impression “to already have seen it” and likely expedite their way through that area without any interest or interaction with a product.

A good example to this theory are IKEA stores. They have driven this idea to a point where it is impossible to turn back without loosing orientation. So customers are almost forced to complete the journey if they want to ever see daylight again.

IKEA store layout and customer path

The negative aspect of taking it this far is that not every customer possesses the same attention span and not being able to exit when you want can create adverse impressions and annoyance. IKEA may get some impulse sales out of a disoriented customer but the experience won’t have a positive perception. (see related article in “Daily Telegraph”) The journey should be offered, not forced.

Below is the layout plan of our store example from the previous blog – a jewelry store omni//form designed for the French brand Mauboussin in Singapore. We have mapped possible journeys from the main entrance as well as the secondary but equally important VIP drive way.

<omni//form for Mauboussin in Singapore>
customer journey mapping
red main, blue VIP

Even though the store is relatively small, it is organized to allow for a customer round trip with attractors setup along the entire journey.

Not every space configuration will necessarily allow for a comfortable round trip journey. Small retail stores very often are narrow and long. The trick is to get the customer to explore the entire space offering by setting up an attractor or a functional area at the very end of the space. When we designed retail stores for MAC Cosmetics with such conditions, we usually set up an attractor at the deep end of space .

This could be a stimulating light element, such as a large light box visual or video screen since humans tend to walk towards light in darker environments. Alternatively we would locate the cash register all the way in the back, so that we could be sure that the customer see the entire store offering before check-out.

A round trip journey can also be created by simply introducing island displays, if the space allows.

<regis pean for MAC Cosmetics in New York>
video screen at the end of the space as a far sight attractor
and island displays to encourage round trip journeys

<regis pean for MAC Cosmetics in Los Angeles>
light source and cash register at the end of space
island displays encourage non repetitive paths

<regis pean for MAC Cosmetics in Tokyo>
wall gestures and displays lead around the corner guiding customers through the space

store designs by omni//form, inc

www.omniform.us

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