Representing product information
A great example of optimum feature representation is Leesa’s website. They have many interesting features integrated in the page, e.g. the cross-selling tab to purchase a base for the mattress, every available size and their special prices, a quick list of features and other freebies. They also provide a competitor comparison alongwith user reviews. Every answer can be found on the page and only relevant product data has been used.
An AI-driven approach is especially useful here, as it can translate raw product data into a customer-friendly format for product presentation. Guided Selling solutions like Product Advisors help to manage your inventory and product information, as specific aspects can be tracked and measured. Read this blog article to learn more.
Nordstorm's omnichannel service
There is now a need to operate with an omnichannel functionality in mind as customer behavior and delivery mechanisms have changed. BOPIS (buy online, pick up in store), find in store, local store personalization, etc. are good examples of some omnichannel capabilities. But there has never been a better time to make deliveries and returns easier, as customers are exhibiting cautious buying behaviors. User experience must hence consider the customer journey before, during and after the purchase.
Optimized checkout processes
Decathlon's quick checkout
Use hierarchy and breadcrumbs to create an efficient check-out process. Websites also tend to create barriers such as long registration processes during checkout. Presenting such options after a purchase is always a better strategy, at thr same timethere are quicker registration processes available. Voluntary customer registration is far better in the long run as it’s easier to establish a transparent relationship. Decathlon has a clean and quick checkout process both instore and online.
AI solutions for UX
AI provides smarter content for users, and more importantly recommends precisely as it analyzes user desires and preferences. It removes barriers between customers and the vital information they are looking for. AI solutions learn and continually track important metrics related to customer interaction. These automated aspects improve user experience, without you having to put additional effort. They are hence extremely efficient and time-saving.
Success of Harley Davidson's 'Albert' campaign
To give an example, Harley-Davidson used an AI marketing solution to optimize their leads and find who their other audiences were. The AI started by analyzing existing customer data and created characteristics and behaviors based on high-value customers. By understanding specific events such as adding an item to an online cart, viewing website, completeing a purchase extra, they were able to create micro segments and crafted marketing messages across digital channels accordingly. In the end, they attributed 40% of sales to Albert (AI) and significantly increased website views and lead quality.
Reinventing the store format
Consumer attitudes have changed due to the pandemic and they will be seeking for more personalized experiences while shopping instore as well. “Coming out of this crisis, we're going to see even more distinction between the idea of going shopping as an experience and actually having to buy something… the shopping experience and buying have become disintermediated,” as shared by Pam Danziger — luxury retail expert and author, in this bloomreach podcast.
Ulta Beauty — a beauty retailer, integrated a try-on experience called Glamlab in its app and website, and also deployed 80 in-store beauty advisors. This allowed them to bounce back from the pandemic disruption by providing a digital solution that worked for the needs of the customer at that time.