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Isabella Pineda
Isabella Pineda

A group of students designed a project to improve the customer experience at big box retailers like Best Buy. Through on-site research, they identified issues like overwhelming choices, poor organization, and overbearing employees. They developed service blueprints and maps to address these problems and enhance the customer journey through targeted services, clear signage, and well-informed staff. Their goal was to make the shopping experience simpler and more enjoyable for customers.

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RETHINKING THE BIG-BOX RETAIL EXPERIENCE SAMANTHA BENNET, JACKSON WOODS, ALEX JEFFERS, EVAN RUSZALA, ISABELLA PINEDA
PROJECT OVERVIEW Design a set of interrelated service offerings that will dramatically improve the customers decision-making and purchasing experience.
ONSITE RESEARCH A E I U 0 going around trying on different kinds of headphones, putting on headphones, picking up headphones looking at them closer, reading labels on headphones, casually pacing temperature is very cold, lighting is blue-ish, smells like electronics, strong smell as soon as you enter, different zones for different electronics engage with headphones through listening, search for ink cartons, ask salesperson for help, getting guided by salesperson, check out, pacing around store through environments. headphones, printers, signs, aisles, money, register, counter, electronics, lights, displays, music, cables, ink, paper, catalogs, shelves couples, lonely buyers, families, 20s and 30s, double couples, friends
SERVICE PACKAGE Electronics and Appliances Store Website Employees Geek Squad Apple, Samsung, Sony & Windows kiosk College Student Deals Best Buy Marketplace Free Shipping $35 and Over Deal fo the Day Sales and Promotions Trade-in Center Core Service Facilitating Services Enhancing Services Differentiating Services Size
STAKEHOLDER MAP customers mobile management retail management retail salesman geek squad repair service customer service cashiers delivery service mobile salesman distribution corporate cleaning service
CATEGORY OVERVIEW BRANDS TYPES Circumaural (Full-Size) Supra-Aural (on-ear) Earbuds Canalbuds In-ear headphones Noise cancelling Wireless (Bluetooth) DJ Sport ACCESORIES Audio cable Stereo splitter Eartips Smart wrap Earbud tips Amps Cases Extension cords Splitters Ear cushions and tips Cables and cords Chargers Batteries Adapters VALUE $50 and below $50 to $100 $100 to $500
ENVIRONMENTS AND ZONES Headphones Entrance Cart Return Customer Service Speakers Mobile Phones Cameras and Camcorders Music Movies Checkout
PERSONA PROFILE 1 Sophia, Angela, & Jordan The new Beats are super cool and I just have to have them. KEY MOTIVATOR Sophia fell in love with Jordans headphones and decided she needed a pair for herself. Dr. Dre Beats are the most popular headphones in school and she loves to have the latest styles. GOALS Fast checkout process so she can immediately own her new head phones. PHYSICAL, EMOTIONAL AND MENTAL STATES Eager to own her Beats headphones. Hopes the transaction is quick. EXPECTATIONS good condition. She wants to be able to buy them ASAP and put them on when she gets in her car.
PERSONA PROFILE 2 Lindsey & Mark A glass of wine and a movie is all we want, the only thing missing is an HDMI cord. KEY MOTIVATOR Bought a new TV and forgot to buy an HDMI cord with it. Want to sit back and relax by watching a movie after a long week end of moving. GOALS Find the HDMI cords quickly within best buy in order to hurry home and relax. Not spend an arm and leg on a simple connector cord. Easily identify which cord will work with their new TV and AppleTv without having to consult an employee. PHYSICAL, EMOTIONAL AND MENTAL STATES Want the HDMI cord to be found easily. Eager to get in and out. Tired of crazy sales people bargering them in stores. EXPECTATIONS Lindsey and Mark expect to be able to get in and out of Best Buy within minutes without being bothered too much by em ployees and to have everything they need to know about their product displayed.
ENCOUNTER MAP 1 sees a friend in school who bought new Beats friend refers her to Best Buy drives over with friend walks in, goes directly to headphones placed beats, cant wants salesperson approaches her she asks about the headphones she wants salesperson directs her to them grabs headphones she wants walks to check out counter pulls money from birthday and pays gets receipt and bag with headphones asked to show receipt at exit gets into car and opens headphones I want the same headphones my friend just bought
bought a new TV, need an HDMI cable drive to Best Buy walk in, walk around isles looking for cable salesperson asks if they need help tell him about HDMI cable, get directed there walk towards cash register notice headphones and walk to section try on several and listen to music laugh and play for a while walk to cash register, pay with credit card, get receipt use Best Buy Rewards Card not asked for receipt at exit get in car and drive back home install apple tv, watch movie ENCOUNTER MAP 2 We need an HDMI cable to plug our AppleTv to our new TV
SERVICE BLUEPRINT 1 Buy a new TV Need an HDMI cable to connect apple tv Drive to Best Buy to buy cable Walk into Best Buy Start walking through the isles looking for the cable A salesperson approaches them and asks if they need help Tell him they need an HDMI cable Salesperson directs them to the right place Choose an HDMI cable without much thought Start walking towards the cash register See the headphones section on their way there Make a stop at the headphones section headphones and speakers Try on several headphones Goof around, laugh and listen to music Head to cash register Buy the HDMI cable Pay with credit card and use their Best Buy Rewards card Grab their bag and walk to exit Get into car and drive back home Plug apple tv to new tv using HDMI cable Greet entering customers Greet customers and ask if they need any help Direct customers to the cables section Get dressed with Best Buy t-shirt Process payment. Add points to Best Buy rewards card - New TV - Cables -Set up manual - Apple TV - New TV - Car - Street - Street lights - Entrance door - Best Buy sign - Isles - Other tech products - Shelves - Salesperson - Isles - Sales person - Salesperson - Cable section - Cable section - Shelves - Cables - HDMI cable section - Aisles - Tech products - Headphone section - Headphones - Speakers - Headphone diplays - Headphone section - Headphones - Speakers - Headphone diplays - Headphone section - Headphones - Speakers - Headphone diplays - Headphone section - Headphones - Music - Headphone diplays - Headphone videos - Mirror - Headphone section - Headphones - Music - Headphone diplays - Headphone videos - Mirror - Isles -Check out section - HDMI cable - Check out counter - Cashier - Cash register - Credit card - Best Buy rewards card - Best Buy bag - HDMI cable - Receipt - Car - Street lights -Apple TV - New TV - HDMI cable Clean place and organize products Get dressed with Best Buy t-shirt Listen to customers request Layout the headphone section and organize products Layout the headphone section and organize products Greet customers Payment processing system ! The section is not well organized, speakers are mixed up with headphones and the same brand is Home Car Entrance Aisles Cable section Aisles Headphones section Aisles Cash Register Exit Car Home ! Too much information which is too overwhelming for the customer. Too many products and no evident signage of how to get around. ! Salespeople are not very timely, they are insistent when you have refused their help, but not present when you need them. ! Best Buy only offers the Best Buy Credit Card, which many customers are not interested in.
SERVICE BLUEPRINT 2 alesperson ts them to t place Choose an HDMI cable without much thought Start walking towards the cash register See the headphones section on their way there Make a stop at the headphones section headphones and speakers Try on several headphones Goof around, laugh and listen to music Head to cash register Buy the HDMI cable Pay with credit card and use their Best Buy Rewards card Grab their bag and w omers o the cables tion Process payment. Add points to Best Buy rewards card - Cable section - Shelves - Cables - HDMI cable section - Aisles - Tech products - Headphone section - Headphones - Speakers - Headphone diplays - Headphone section - Headphones - Speakers - Headphone diplays - Headphone section - Headphones - Speakers - Headphone diplays - Headphone section - Headphones - Music - Headphone diplays - Headphone videos - Mirror - Headphones - Music - Headphone diplays - Headphone videos - Mirror - Isles -Check out section - HDMI cable - Check out counter - Cashier - Cash register - Credit card - Best Buy rewards card - Best Buy bag - HDMI cable - Receipt Layout the headphone section and organize products Layout the headphone section and organize products Greet customers Payment processing system ! The section is not well organized, speakers are mixed up with headphones and the same brand is Cable section Aisles Headphones section Aisles Cash Register Exit ! Best Buy only offers the Best Buy Credit Card, which many customers are not interested in.
SERVICE BLUEPRINT 2 Talks with sales person about Beats Headphones Directs her over to the Beats display Sales person shows her the baby blue versions available Say goodbye to customer Sales people helping other customers and restocking the store. Set clean bin on dirty dishes section Remove dirty dishes from bin Greeted by Entrance Attendant Confused about where the headphones she wants are Constantly asked if she needs help can become intrusive Just wants to leave the store without any holdups Stock room clerk for resupplying the store. Acquisition of pamphlets for upcoming events -Class Rooms -Locker Halls -Backpacks - Tables and chairs - Lighting -Entrance Attendant - Entrance doors - Beats Dispaly Video -Variety of Headphones -Product Information -Headphone Boxes Neutral - Condiment table - Condiments -Straws - Sugar - Cream -Stirring Stick -Condiment table - Bar - Stool - Laptop -Bar - Headphones - Barista - Bar -Stool - Bar -Stool - Mug - Dirty Dishes bin - Laptop - Backpack - Table - Event pamphlets - Barista Sees friend with new Beats Drives to Best Buy with Friends Walk into Best Buy Wanders around the front ailes. Gets distracted by smaller section. Tells her to follow him to the main Beats section She asks if they have baby blue ones. She browses the She asks her friend which ones. She picks out the blue ones and goes to check out. Friends wander around the store. Walks through check out. Her friends buy some candy on the way out. Shows the attendant her receipt Walk out to the car. Open the box in the car. Starts wearing them immediately, have them Listens to music with friends Passes the headphones around. hang out with friends. Attendant thanks her for the receipt and says goodbye - Abercorn St -Whitaker St - Pedestrians Highschool Car Best Buy Entrance Best Buy Entrance Parking Lot CarBest Buy store RegistersBeats SectionHeadphone Section - Headphone Displays -Speakers -Product packages -Music + - A salesperson approaches them and asks if they need help Customer Emotions Line of Visibility Line of Inner Interaction Line of Interaction ! ! !
SERVICE BLUEPRINT 2 Talks with sales person about Beats Headphones Directs her over to the Beats display Sales person shows her the baby blue versions available Sales people helping other customers and restocking the store. reeted by ntrance ttendant Confused about where the headphones she wants are Constantly asked if she needs help can become intrusive Stock room clerk for resupplying the store. ables and chairs ting ce Attendant ance doors - Beats Dispaly Video -Variety of Headphones -Product Information -Headphone Boxes - Condiment table - Condiments -Straws - Sugar - Cream -Stirring Stick -Condiment table Walk into Best Buy Wanders around the front ailes. Gets distracted by smaller section. Tells her to follow him to the main Beats section She asks if they have baby blue ones. She browses the She asks her friend which ones. She picks out the blue ones and goes to check out. Friends wander around the store. Walks through check out. est Buy Entrance Best Buy store RBeats SectionHeadphone Section - Headphone Displays -Speakers -Product packages -Music A salesperson approaches them and asks if they need help! !
SENSORY IMPRESSIONS TRIGGER TYPE INTENSITY DURATION PLEASANTNESS IMPACT Entering building Entering building Entering building Smell Sight Hearing Medium-High Extremely High Low-Medium Permanent Permanent Permanent It smells like new electronics, plastic and tape The amount of things are overwhelming, sgnage is not evident Sounds are neutral, do not bother or create pleasure Smells like new, most people like this Customer feels overwhelmed at moment of entrance No effect of pain or pleasure
SERVICE QUALITY Wants to get exact headphones her friend has Is able to buy the exact headphones as her friends Since she knows exactly what she wants, she Finds them after some struggle and help because they are misplaced Expects to be assisted if she needs it Salesperson is insistent about providing help Find cable section quickly Get lost walking through the aisles Rapid operation headphones Expect to get good rewards and points with Best Buy rewards card Get 5% discount Sophia, Angela and Jordan Lindsey and Mark
STRATEGIC PROBLEMS END USER Why are things confusing and not laid out logically? Why are some displays not working? Why are the prices bold and very noticeable? Why do they have different areas for the same thing? Why are employees constantly asking if you need help? Why isnt the signage noticeable? Why dont rewards card members feel appreciated? Why are displays not very explanatory? Why arent employees knowledgeable on products?
STRATEGIC PROBLEMS SERVICE PROVIDER - Why do employees constantly have to ask customers if they need help? How can employees be better educated? How can rewards card members feel more appreciated?
CATEGORY OVERVIEW BRANDS TYPES Dot matrix Ink Jet Laser Photo Printer Dye-sublimation Thermal All in one LED 3D Portable Receipt ACCESORIES Ribbon Ink cartridge Toner cartridge Paper Printer adapters Printer cables Printer trays and drawers VALUE $500 and below $500 to $3000 $3000 and above
ENVIRONMENTS AND ZONES Headphones Cameras Mobile Phones PrintersComputers Entrance Cart Return Customer Service Checkout
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B bproject6
ENCOUNTER MAP 1 needs a printer for school calls dad so he can buy it dad goes to bestbuy.com features son needs orders it to be picked up at Abercorn location son drives to best buy walks in and heads to store pick-up counter woman in counter asks for order number and ID Best Buy employee says she will be right back employee dissapears through doors employee comes back with printer ready signs receipt and exits calls dad from car installs printer and uses it to print essay I need a printer for my college papers
ENCOUNTER MAP 2 children need printer for school papers go online to see what printers are available walk into store search for where printers are located employee asks if they need help get directed to printers employee has to research which printer they need Continue to cash register are asked if they want to sign up for Best buy rewards agree and check out asked to show receipt at exit go online to see their Best Buy rewards points use printer for paper due next day We need a printer for the kids school projects
SERVICE BLUEPRINT 1 Printer breaks when son is at school Son calls dad to tell him printer broke Looks at the product review and buys one online He chooses the option for store pick up in Savannah Dad calls his son to let him know its ready to be picked up Songetstheorder numberandhis i.d.ready Son drives to Best Buy Chooses a spot right infront of the store Walks into Best Buy and is greeted by an employee Store pick-up is to the right of the entrance He waits in line Hehandsherhis number and i.d She types in the number and says shell be right back She comes back with the printer boxed and ready to go She has him sign a reciept She says have a nice day and hands him the pinter He walks out of the store happy When he gets in his car he calls his dad He drives home with a new printer the same day his broke G reet entering customers - printer broken - apartment -Cellphone _Dad -Computer -Desk -Keyboard -Computer -Desk -Keyboard -Mouse -Cellphone I.d. card Paper Wallet -Car -Road - Stoplights -Car -parking lines -Parking lot -Entrance -Door -Signs - People -Geek Squad -Rope -Costumers -Register -Computer -counter -Store Clerk - Headphone se ction - Headphones - Music - Headphone dipl ays - Headphone videos - Mirror -Doors -Counter -Computer -Pen -Signature -Bag -Doors -Cash Registers -Parking Lot -New Printer Home Online Online Online/ Car Parking Lot Aisles Store Pick-Up Cash R egister Exit Car Home ! not enough product reviews for the ! Salespeople are not very timely, they are insistent when you have refused their help, but not present when you need them. ! They do not say if you can bring a student i.d. with you or if it has to be a state issued i.d. + - neutral Customer Emotions Line of Inner Interaction Line of Invisibility Line of Interaction Dad goes online and starts to research printer costs When he gets to the counter the woman asks how she can help - Computer -Desk - keyboard -Cellphone -Car -Parking lot
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SENSORY IMPRESSIONS TRIGGER TYPE INTENSITY DURATION PLEASANTNESS IMPACT Entering building Entering building Entering building Smell Sight Hearing Medium-High Extremely High Low-Medium Permanent Permanent Permanent It smells like new electronics, plastic and tape The amount of things are overwhelming, sgnage is not evident Sounds are neutral, do not bother or create pleasure Smells like new, most people like this Customer feels overwhelmed at moment of entrance No effect of pain or pleasure
SERVICE QUALITY Wants an easy process, dad orders, quick pickup Process is quick and easy, ready to go Minimal effort, no choosing, no paying Printer is already chosen, only has to sign receipt Expect employees to be knowledgeable of what they are sellling Employee has to research on laptop Get only 5% of discount and have to create a Credit Card Expect differences and features to be evident Printers are organized by brand Dan and James Martha, John, Lea and Jake
STRATEGIC PROBLEMS END USER How can displays be more informative? Why dont employees know about differences on each product? How can we create a better path towards the printers? Why arent there explanatory signs detailing products? Why are there zero advertisements on products? How can we reduce favoritism towards brands? How can we create interactive displays?
STRATEGIC PROBLEMS SERVICE PROVIDER Why do employees constantly have to ask customers if they need help? How can employees be better educated? How can rewards card members feel more appreciated? Why are employees pushed to sell certain brands? Why are customers not sure how to get to places throughout store?
OPPORTUNITIES -Multiple display areas -Non working headphone displays -Bold prices -Randomly placed -items -Amount of product displays -Amont of employees who ask if you need help -Quantity of items displayed -Make it easier to compare headphones -Staff during holidays -Signs and directions -Variety -Condensing product into one section holders Organize by price rather than brand -Better explained displays -Explanatory signs -Coherent organization -Button to call for assistance -Price check scanners on aisles -Self checkout -Trade system -Wholistic experience REMOVE REDUCE INCREASE ADD
OPPORTUNITIES -Pointless, redundant shelves, could be used for other products -Section of store, locate in front -Employees asking if you need help -Ads and signage in store -More knowledgeable and trained employees -Music, ambiance, make experience less boring -Organize according to price or quality -Different part of store, move location -Displays, practice printers where you can see the quality of the print - More advertisements REMOVE REDUCE INCREASE ADD
VISION FOR REVAMPED EXPERIENCE We believe that the customer should feel unburdened by service staff and delighted by the product they purchase. The customer should have access to plenty of reliable information through good display advertising. The need, but never be too far away from a staff member if they need help.
THANK YOU

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B bproject6

  • 1. RETHINKING THE BIG-BOX RETAIL EXPERIENCE SAMANTHA BENNET, JACKSON WOODS, ALEX JEFFERS, EVAN RUSZALA, ISABELLA PINEDA
  • 2. PROJECT OVERVIEW Design a set of interrelated service offerings that will dramatically improve the customers decision-making and purchasing experience.
  • 3. ONSITE RESEARCH A E I U 0 going around trying on different kinds of headphones, putting on headphones, picking up headphones looking at them closer, reading labels on headphones, casually pacing temperature is very cold, lighting is blue-ish, smells like electronics, strong smell as soon as you enter, different zones for different electronics engage with headphones through listening, search for ink cartons, ask salesperson for help, getting guided by salesperson, check out, pacing around store through environments. headphones, printers, signs, aisles, money, register, counter, electronics, lights, displays, music, cables, ink, paper, catalogs, shelves couples, lonely buyers, families, 20s and 30s, double couples, friends
  • 4. SERVICE PACKAGE Electronics and Appliances Store Website Employees Geek Squad Apple, Samsung, Sony & Windows kiosk College Student Deals Best Buy Marketplace Free Shipping $35 and Over Deal fo the Day Sales and Promotions Trade-in Center Core Service Facilitating Services Enhancing Services Differentiating Services Size
  • 6. CATEGORY OVERVIEW BRANDS TYPES Circumaural (Full-Size) Supra-Aural (on-ear) Earbuds Canalbuds In-ear headphones Noise cancelling Wireless (Bluetooth) DJ Sport ACCESORIES Audio cable Stereo splitter Eartips Smart wrap Earbud tips Amps Cases Extension cords Splitters Ear cushions and tips Cables and cords Chargers Batteries Adapters VALUE $50 and below $50 to $100 $100 to $500
  • 8. PERSONA PROFILE 1 Sophia, Angela, & Jordan The new Beats are super cool and I just have to have them. KEY MOTIVATOR Sophia fell in love with Jordans headphones and decided she needed a pair for herself. Dr. Dre Beats are the most popular headphones in school and she loves to have the latest styles. GOALS Fast checkout process so she can immediately own her new head phones. PHYSICAL, EMOTIONAL AND MENTAL STATES Eager to own her Beats headphones. Hopes the transaction is quick. EXPECTATIONS good condition. She wants to be able to buy them ASAP and put them on when she gets in her car.
  • 9. PERSONA PROFILE 2 Lindsey & Mark A glass of wine and a movie is all we want, the only thing missing is an HDMI cord. KEY MOTIVATOR Bought a new TV and forgot to buy an HDMI cord with it. Want to sit back and relax by watching a movie after a long week end of moving. GOALS Find the HDMI cords quickly within best buy in order to hurry home and relax. Not spend an arm and leg on a simple connector cord. Easily identify which cord will work with their new TV and AppleTv without having to consult an employee. PHYSICAL, EMOTIONAL AND MENTAL STATES Want the HDMI cord to be found easily. Eager to get in and out. Tired of crazy sales people bargering them in stores. EXPECTATIONS Lindsey and Mark expect to be able to get in and out of Best Buy within minutes without being bothered too much by em ployees and to have everything they need to know about their product displayed.
  • 10. ENCOUNTER MAP 1 sees a friend in school who bought new Beats friend refers her to Best Buy drives over with friend walks in, goes directly to headphones placed beats, cant wants salesperson approaches her she asks about the headphones she wants salesperson directs her to them grabs headphones she wants walks to check out counter pulls money from birthday and pays gets receipt and bag with headphones asked to show receipt at exit gets into car and opens headphones I want the same headphones my friend just bought
  • 11. bought a new TV, need an HDMI cable drive to Best Buy walk in, walk around isles looking for cable salesperson asks if they need help tell him about HDMI cable, get directed there walk towards cash register notice headphones and walk to section try on several and listen to music laugh and play for a while walk to cash register, pay with credit card, get receipt use Best Buy Rewards Card not asked for receipt at exit get in car and drive back home install apple tv, watch movie ENCOUNTER MAP 2 We need an HDMI cable to plug our AppleTv to our new TV
  • 12. SERVICE BLUEPRINT 1 Buy a new TV Need an HDMI cable to connect apple tv Drive to Best Buy to buy cable Walk into Best Buy Start walking through the isles looking for the cable A salesperson approaches them and asks if they need help Tell him they need an HDMI cable Salesperson directs them to the right place Choose an HDMI cable without much thought Start walking towards the cash register See the headphones section on their way there Make a stop at the headphones section headphones and speakers Try on several headphones Goof around, laugh and listen to music Head to cash register Buy the HDMI cable Pay with credit card and use their Best Buy Rewards card Grab their bag and walk to exit Get into car and drive back home Plug apple tv to new tv using HDMI cable Greet entering customers Greet customers and ask if they need any help Direct customers to the cables section Get dressed with Best Buy t-shirt Process payment. Add points to Best Buy rewards card - New TV - Cables -Set up manual - Apple TV - New TV - Car - Street - Street lights - Entrance door - Best Buy sign - Isles - Other tech products - Shelves - Salesperson - Isles - Sales person - Salesperson - Cable section - Cable section - Shelves - Cables - HDMI cable section - Aisles - Tech products - Headphone section - Headphones - Speakers - Headphone diplays - Headphone section - Headphones - Speakers - Headphone diplays - Headphone section - Headphones - Speakers - Headphone diplays - Headphone section - Headphones - Music - Headphone diplays - Headphone videos - Mirror - Headphone section - Headphones - Music - Headphone diplays - Headphone videos - Mirror - Isles -Check out section - HDMI cable - Check out counter - Cashier - Cash register - Credit card - Best Buy rewards card - Best Buy bag - HDMI cable - Receipt - Car - Street lights -Apple TV - New TV - HDMI cable Clean place and organize products Get dressed with Best Buy t-shirt Listen to customers request Layout the headphone section and organize products Layout the headphone section and organize products Greet customers Payment processing system ! The section is not well organized, speakers are mixed up with headphones and the same brand is Home Car Entrance Aisles Cable section Aisles Headphones section Aisles Cash Register Exit Car Home ! Too much information which is too overwhelming for the customer. Too many products and no evident signage of how to get around. ! Salespeople are not very timely, they are insistent when you have refused their help, but not present when you need them. ! Best Buy only offers the Best Buy Credit Card, which many customers are not interested in.
  • 13. SERVICE BLUEPRINT 2 alesperson ts them to t place Choose an HDMI cable without much thought Start walking towards the cash register See the headphones section on their way there Make a stop at the headphones section headphones and speakers Try on several headphones Goof around, laugh and listen to music Head to cash register Buy the HDMI cable Pay with credit card and use their Best Buy Rewards card Grab their bag and w omers o the cables tion Process payment. Add points to Best Buy rewards card - Cable section - Shelves - Cables - HDMI cable section - Aisles - Tech products - Headphone section - Headphones - Speakers - Headphone diplays - Headphone section - Headphones - Speakers - Headphone diplays - Headphone section - Headphones - Speakers - Headphone diplays - Headphone section - Headphones - Music - Headphone diplays - Headphone videos - Mirror - Headphones - Music - Headphone diplays - Headphone videos - Mirror - Isles -Check out section - HDMI cable - Check out counter - Cashier - Cash register - Credit card - Best Buy rewards card - Best Buy bag - HDMI cable - Receipt Layout the headphone section and organize products Layout the headphone section and organize products Greet customers Payment processing system ! The section is not well organized, speakers are mixed up with headphones and the same brand is Cable section Aisles Headphones section Aisles Cash Register Exit ! Best Buy only offers the Best Buy Credit Card, which many customers are not interested in.
  • 14. SERVICE BLUEPRINT 2 Talks with sales person about Beats Headphones Directs her over to the Beats display Sales person shows her the baby blue versions available Say goodbye to customer Sales people helping other customers and restocking the store. Set clean bin on dirty dishes section Remove dirty dishes from bin Greeted by Entrance Attendant Confused about where the headphones she wants are Constantly asked if she needs help can become intrusive Just wants to leave the store without any holdups Stock room clerk for resupplying the store. Acquisition of pamphlets for upcoming events -Class Rooms -Locker Halls -Backpacks - Tables and chairs - Lighting -Entrance Attendant - Entrance doors - Beats Dispaly Video -Variety of Headphones -Product Information -Headphone Boxes Neutral - Condiment table - Condiments -Straws - Sugar - Cream -Stirring Stick -Condiment table - Bar - Stool - Laptop -Bar - Headphones - Barista - Bar -Stool - Bar -Stool - Mug - Dirty Dishes bin - Laptop - Backpack - Table - Event pamphlets - Barista Sees friend with new Beats Drives to Best Buy with Friends Walk into Best Buy Wanders around the front ailes. Gets distracted by smaller section. Tells her to follow him to the main Beats section She asks if they have baby blue ones. She browses the She asks her friend which ones. She picks out the blue ones and goes to check out. Friends wander around the store. Walks through check out. Her friends buy some candy on the way out. Shows the attendant her receipt Walk out to the car. Open the box in the car. Starts wearing them immediately, have them Listens to music with friends Passes the headphones around. hang out with friends. Attendant thanks her for the receipt and says goodbye - Abercorn St -Whitaker St - Pedestrians Highschool Car Best Buy Entrance Best Buy Entrance Parking Lot CarBest Buy store RegistersBeats SectionHeadphone Section - Headphone Displays -Speakers -Product packages -Music + - A salesperson approaches them and asks if they need help Customer Emotions Line of Visibility Line of Inner Interaction Line of Interaction ! ! !
  • 15. SERVICE BLUEPRINT 2 Talks with sales person about Beats Headphones Directs her over to the Beats display Sales person shows her the baby blue versions available Sales people helping other customers and restocking the store. reeted by ntrance ttendant Confused about where the headphones she wants are Constantly asked if she needs help can become intrusive Stock room clerk for resupplying the store. ables and chairs ting ce Attendant ance doors - Beats Dispaly Video -Variety of Headphones -Product Information -Headphone Boxes - Condiment table - Condiments -Straws - Sugar - Cream -Stirring Stick -Condiment table Walk into Best Buy Wanders around the front ailes. Gets distracted by smaller section. Tells her to follow him to the main Beats section She asks if they have baby blue ones. She browses the She asks her friend which ones. She picks out the blue ones and goes to check out. Friends wander around the store. Walks through check out. est Buy Entrance Best Buy store RBeats SectionHeadphone Section - Headphone Displays -Speakers -Product packages -Music A salesperson approaches them and asks if they need help! !
  • 16. SENSORY IMPRESSIONS TRIGGER TYPE INTENSITY DURATION PLEASANTNESS IMPACT Entering building Entering building Entering building Smell Sight Hearing Medium-High Extremely High Low-Medium Permanent Permanent Permanent It smells like new electronics, plastic and tape The amount of things are overwhelming, sgnage is not evident Sounds are neutral, do not bother or create pleasure Smells like new, most people like this Customer feels overwhelmed at moment of entrance No effect of pain or pleasure
  • 17. SERVICE QUALITY Wants to get exact headphones her friend has Is able to buy the exact headphones as her friends Since she knows exactly what she wants, she Finds them after some struggle and help because they are misplaced Expects to be assisted if she needs it Salesperson is insistent about providing help Find cable section quickly Get lost walking through the aisles Rapid operation headphones Expect to get good rewards and points with Best Buy rewards card Get 5% discount Sophia, Angela and Jordan Lindsey and Mark
  • 18. STRATEGIC PROBLEMS END USER Why are things confusing and not laid out logically? Why are some displays not working? Why are the prices bold and very noticeable? Why do they have different areas for the same thing? Why are employees constantly asking if you need help? Why isnt the signage noticeable? Why dont rewards card members feel appreciated? Why are displays not very explanatory? Why arent employees knowledgeable on products?
  • 19. STRATEGIC PROBLEMS SERVICE PROVIDER - Why do employees constantly have to ask customers if they need help? How can employees be better educated? How can rewards card members feel more appreciated?
  • 20. CATEGORY OVERVIEW BRANDS TYPES Dot matrix Ink Jet Laser Photo Printer Dye-sublimation Thermal All in one LED 3D Portable Receipt ACCESORIES Ribbon Ink cartridge Toner cartridge Paper Printer adapters Printer cables Printer trays and drawers VALUE $500 and below $500 to $3000 $3000 and above
  • 24. ENCOUNTER MAP 1 needs a printer for school calls dad so he can buy it dad goes to bestbuy.com features son needs orders it to be picked up at Abercorn location son drives to best buy walks in and heads to store pick-up counter woman in counter asks for order number and ID Best Buy employee says she will be right back employee dissapears through doors employee comes back with printer ready signs receipt and exits calls dad from car installs printer and uses it to print essay I need a printer for my college papers
  • 25. ENCOUNTER MAP 2 children need printer for school papers go online to see what printers are available walk into store search for where printers are located employee asks if they need help get directed to printers employee has to research which printer they need Continue to cash register are asked if they want to sign up for Best buy rewards agree and check out asked to show receipt at exit go online to see their Best Buy rewards points use printer for paper due next day We need a printer for the kids school projects
  • 26. SERVICE BLUEPRINT 1 Printer breaks when son is at school Son calls dad to tell him printer broke Looks at the product review and buys one online He chooses the option for store pick up in Savannah Dad calls his son to let him know its ready to be picked up Songetstheorder numberandhis i.d.ready Son drives to Best Buy Chooses a spot right infront of the store Walks into Best Buy and is greeted by an employee Store pick-up is to the right of the entrance He waits in line Hehandsherhis number and i.d She types in the number and says shell be right back She comes back with the printer boxed and ready to go She has him sign a reciept She says have a nice day and hands him the pinter He walks out of the store happy When he gets in his car he calls his dad He drives home with a new printer the same day his broke G reet entering customers - printer broken - apartment -Cellphone _Dad -Computer -Desk -Keyboard -Computer -Desk -Keyboard -Mouse -Cellphone I.d. card Paper Wallet -Car -Road - Stoplights -Car -parking lines -Parking lot -Entrance -Door -Signs - People -Geek Squad -Rope -Costumers -Register -Computer -counter -Store Clerk - Headphone se ction - Headphones - Music - Headphone dipl ays - Headphone videos - Mirror -Doors -Counter -Computer -Pen -Signature -Bag -Doors -Cash Registers -Parking Lot -New Printer Home Online Online Online/ Car Parking Lot Aisles Store Pick-Up Cash R egister Exit Car Home ! not enough product reviews for the ! Salespeople are not very timely, they are insistent when you have refused their help, but not present when you need them. ! They do not say if you can bring a student i.d. with you or if it has to be a state issued i.d. + - neutral Customer Emotions Line of Inner Interaction Line of Invisibility Line of Interaction Dad goes online and starts to research printer costs When he gets to the counter the woman asks how she can help - Computer -Desk - keyboard -Cellphone -Car -Parking lot
  • 28. SENSORY IMPRESSIONS TRIGGER TYPE INTENSITY DURATION PLEASANTNESS IMPACT Entering building Entering building Entering building Smell Sight Hearing Medium-High Extremely High Low-Medium Permanent Permanent Permanent It smells like new electronics, plastic and tape The amount of things are overwhelming, sgnage is not evident Sounds are neutral, do not bother or create pleasure Smells like new, most people like this Customer feels overwhelmed at moment of entrance No effect of pain or pleasure
  • 29. SERVICE QUALITY Wants an easy process, dad orders, quick pickup Process is quick and easy, ready to go Minimal effort, no choosing, no paying Printer is already chosen, only has to sign receipt Expect employees to be knowledgeable of what they are sellling Employee has to research on laptop Get only 5% of discount and have to create a Credit Card Expect differences and features to be evident Printers are organized by brand Dan and James Martha, John, Lea and Jake
  • 30. STRATEGIC PROBLEMS END USER How can displays be more informative? Why dont employees know about differences on each product? How can we create a better path towards the printers? Why arent there explanatory signs detailing products? Why are there zero advertisements on products? How can we reduce favoritism towards brands? How can we create interactive displays?
  • 31. STRATEGIC PROBLEMS SERVICE PROVIDER Why do employees constantly have to ask customers if they need help? How can employees be better educated? How can rewards card members feel more appreciated? Why are employees pushed to sell certain brands? Why are customers not sure how to get to places throughout store?
  • 32. OPPORTUNITIES -Multiple display areas -Non working headphone displays -Bold prices -Randomly placed -items -Amount of product displays -Amont of employees who ask if you need help -Quantity of items displayed -Make it easier to compare headphones -Staff during holidays -Signs and directions -Variety -Condensing product into one section holders Organize by price rather than brand -Better explained displays -Explanatory signs -Coherent organization -Button to call for assistance -Price check scanners on aisles -Self checkout -Trade system -Wholistic experience REMOVE REDUCE INCREASE ADD
  • 33. OPPORTUNITIES -Pointless, redundant shelves, could be used for other products -Section of store, locate in front -Employees asking if you need help -Ads and signage in store -More knowledgeable and trained employees -Music, ambiance, make experience less boring -Organize according to price or quality -Different part of store, move location -Displays, practice printers where you can see the quality of the print - More advertisements REMOVE REDUCE INCREASE ADD
  • 34. VISION FOR REVAMPED EXPERIENCE We believe that the customer should feel unburdened by service staff and delighted by the product they purchase. The customer should have access to plenty of reliable information through good display advertising. The need, but never be too far away from a staff member if they need help.