Abstract
The retail arena is undergoing great transformations, also due to constantly connected consumers with 24hrs access to a global shopping experience, at their smartphone length. What does this mean for traditional retailers? How are new players eroding incumbents’ share of the market? How do you re-invent your business and your experience when you don’t know who your competitors are anymore? The workshop will investigate these questions and discuss about how a service design approach can help retailers to face these challenges and drive digital transformation in the post-commerce era.
Keywords
retail, digital transformation, shopping experience, customer experience
DOI
https://doi.org/10.21606/servdes2018.47
Citation
Piana Bianco, A.,and Covino, L.(2018) How service design can drive the digital transformation of the retail revolution, in Anna Meroni, Ana María Ospina Medina, Beatrice Villari (eds.), ServDes 2018: Service Design Proof of Concept, 18–20 June, Milan, Italy. https://doi.org/10.21606/servdes2018.47
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Conference Track
Research Papers
How service design can drive the digital transformation of the retail revolution
The retail arena is undergoing great transformations, also due to constantly connected consumers with 24hrs access to a global shopping experience, at their smartphone length. What does this mean for traditional retailers? How are new players eroding incumbents’ share of the market? How do you re-invent your business and your experience when you don’t know who your competitors are anymore? The workshop will investigate these questions and discuss about how a service design approach can help retailers to face these challenges and drive digital transformation in the post-commerce era.