Abstract
Urban grocery shopping in India is rapidly evolving through online platforms, shaped by fragmented pricing, discount-driven choices, and a growing disconnect from local Kirana stores—raising questions about how these factors jointly affect consumer behavior and community ties. This study investigates how the lack of integrated price comparison tools and limited visibility of local retailers leads to decision fatigue and disjointed user experiences. While online platforms offer conveniences like doorstep delivery and real-time availability, prior research highlights their role in diminishing hyperlocal engagement. To address this, we apply a service design lens to reimagine grocery shopping as a socially embedded, economically efficient activity. We used journey mapping, service gap modeling, and encounter blueprints to analyze digital and physical stakeholder interactions. Our proposed service enables community-driven planning, integrated Kirana participation, and equitable shopping—merging convenience with cultural relevance.
Keywords
Decision fatigue, Price Comparison, Community Engagement, Local Kirana Stores Integration
DOI
https://doi.org/10.21606/servdes2025.103
Citation
Mukherjee, S.,and Krishnakumar, S.(2025) Bridging Local Connections with Digital Convenience: Smart Grocery Shopping, in Mahamuni, R., Onkar, P. (eds.), ServDes 2025: Empowering Diversity, Nurturing Lasting Impact, 6–10 October, Hyderabad, India. https://doi.org/10.21606/servdes2025.103
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Bridging Local Connections with Digital Convenience: Smart Grocery Shopping
Urban grocery shopping in India is rapidly evolving through online platforms, shaped by fragmented pricing, discount-driven choices, and a growing disconnect from local Kirana stores—raising questions about how these factors jointly affect consumer behavior and community ties. This study investigates how the lack of integrated price comparison tools and limited visibility of local retailers leads to decision fatigue and disjointed user experiences. While online platforms offer conveniences like doorstep delivery and real-time availability, prior research highlights their role in diminishing hyperlocal engagement. To address this, we apply a service design lens to reimagine grocery shopping as a socially embedded, economically efficient activity. We used journey mapping, service gap modeling, and encounter blueprints to analyze digital and physical stakeholder interactions. Our proposed service enables community-driven planning, integrated Kirana participation, and equitable shopping—merging convenience with cultural relevance.