FEMALE SHOES PURCHASE EXPERIENCE DESIGN

A-DEWS 2016 - Innovation of Life in Asia - Asian Design Engineering Workshop

Year: 2016
Editor: Umeda, Y.; Nomaguchi, Y.; Koga, T.; Kishita, Y.
Author: Yoon, Soon Chon; Moon, Jucy; Lee, Joon Seo; Kim, Yong Se
Institution: Sungkyunkwan University, Korea
Section: Product-Service Systems Design
Page(s): 106-109

Abstract

In shoe shops, customers make decisions to purchase. To support this customer experience, related interactions are analyzed and a new service was designed. Customers’ shoe shopping process was arranged into customer journey map and service blueprint. Customer experience values were extracted from needs found in customer interviews and defined as pain points in accordance with the activities in shoe shops. Customers wanted to check their look in new shoes well, and had hesitation to make good choices. To support these, a system that helps people to look and photograph themselves in different views was elaborated. Also, the shoes tried on and according pictures were saved as each customer’s history to enable comparing and evaluating shoes items for supporting decision making and consistent brand experience.

Keywords: Service design, Experience design, Shopping experience, Shoe shop, Shopping service, Smart retail, O2O