Observation Lab
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Alexander Pounds observed 6 different stores - Whole Foods, Walmart, Kroger, Home Depot, Moe's Southwest Grill, and Yeah! Burger - and analyzed aspects of each store that contribute to the customer experience. Some key factors that came up across multiple stores were automatic doors and organized entryways, pleasant smells and aesthetics, cleanliness, intuitive layouts, signage, music, and engaged, helpful staff. Pounds concluded that developing a positive atmosphere through lighting, temperature, and security, as well as making customers feel welcome, are important for a good shopping experience.
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Observation Lab
- 1. Observation Lab Crash Course on Creativity - Alexander Pounds 6 Stores : So Many Opportunities Whole Foods Market Walmart Kroger Home Depot Moes Southwest Grill Yeah! Burger
- 2. Whole Foods A grocery store that emphasizes natural and organic products The store has an inviting aura with pleasant smells of the bakery and fresh 鍖owers as soon as you walk in Automatic doors, with a clean and organized entry way
- 3. The Whole Foods Atmosphere High painted ceilings with nice 鍖oors Always busy yet still easily accessible An industrial space that manages not to feel industrial This store has a more expensive feel and this is re鍖ected in the prices
- 4. The Atmosphere A great user experience The store encourages browsing through different products and 鍖nding new options Peaceful and comfortable with friendly help provided by the uniformed staff
- 5. Amenities Whole Foods has a station full of already prepared foods, ranging from cold to hot and ready to eat Store also has special sections for those with specialty diets Customers are very loyal and acknowledge that the prices are high, but feel that the great experience warrants the higher price
- 6. Walmart A huge building with the purpose of one stop shopping The store offers to beat any competitors marked price which encourages people to shop here A feeling of security prompted by numerous cameras and staff presence when entering Many attractions in the main entry way; including A Red Box (movie rentals) to video game and vending machines
- 7. This Store Has Everything From a full grocery selection to any other household goods you may need An industrial layout with bright white, wide aisles No music, just the noise created by so many people talking and moving Many impulse items and special promotions placed throughout the store
- 8. Customers/Staff Multigenerational and multicultural Very crowded despite all of the space Most shoppers were just walking around browsing Staff was not readily available to answer questions or concerns Long checkout lines despite so many actual checkout lanes
- 9. A local grocery store An open community feeling with engaging staff This particular Kroger is nicer and newer than most I have visited Clean and organized with detailed product set ups
- 10. Environment A Starbucks coffee shop in the front of the store with plenty of seating and subtle music encourages customers to relax Effective use of store space, but is slightly crowded by promotional setups and merchandise
- 11. The Experience Competitive with other grocery stores by serving membership bene鍖ts and savings Nicely labled and understandable signage Courteous staff and quick lines Very comfortable store overall
- 12. A Home Improvement Warehouse Many products displayed in front of store to capture attention when entering Contractor entrances as well that serves many people daily
- 13. Store Layout Easy to 鍖nd items on the neatly organized shelves Items are set up to encourage customers to look and interact with the various products Specials well placed and promotions set up neatly to gain immediate attention
- 14. Environment Well lit and intuitive environment Large shelves and organized aisles Clear and understandable signage Very helpful and knowledgeable staff Quiet atmosphere, aside from intermittent machinery noise
- 15. Moes Southwest Grill A fast casual restaurant The 鍖rst thing youll hear when you walk into the restaurant is an enthusiastic Welcome to Moes! A busy informal lunch spot on weekdays
- 16. Environment A nice menu in full view upon walking in the door Can be ordered to go or for a sit down meal Comfortable booths and tables with eclectic styling Recognizable music playing and conversations everywhere
- 17. A large TV and paintings conducive to an enjoyable dining experience alone or with others Outdoor seating available for nice days Salsa Bar and Coke Machine available
- 18. A local Atlanta burger joint that serves organic and vegetarian options A mix between fast food and a conventional sit down restaurant Parking was somewhat inconvenient, a longer walk than that of competing stores
- 19. Observations The environment is clean and new with a nice quiet atmosphere Caters to conventional dine in customers as well as fast food operation A few small TVs but not placed very well, and music was not even loud enough to effect the atmosphere
- 20. Through the experiences at these various stores, I have found these businesses to be very successful. There are aspects that could be improved upon, but for the most part the stores have developed a great customer experience. In my observations, there are many aspects that can produce a better shopping experience. An automatic door and strategically placed items in the entry way are a good start. People are often comforted by the presence of security devices and friendly welcoming staff. The atmosphere of the store is also very important to the experience. By playing music, using an intuitive setup, and cleanliness are among the most important aspects to the environment. The color scheme, layout, and materials all affect a customers overall mood. If the store is a nice temperature, is well lit, and appears secure; a customer will feel comfortable browsing and spending time in the store. If the employees are not engaging and overall lackadaisical, the customer can feel unwelcome. It is important for staff to be easily identi鍖able, available to help 鍖nd items, and even give suggestions or advice. I enjoyed taking time to truly observe these businesses through this assignment. I made observations that further impacted my opinion of these stores. -Alexander Pounds