1. Sneak Peak:
Will the Millennial kill the Store Associate?
©2012 SapientNitro Corporation 1

2. In-store digital experiences should naturally
integrate into the existing associate-customer relationship
SHARED
Customer Associate
Customer Associate
Self-Service Tools
©2012 SapientNitro Corporation 2

3. ...So how do we define the specific areas to support that
relationship?
SHARED
Customer Associate
Customer Associate
Self-Service Tools
Product Solutions Configuration Inventory & Ordering Associate Task
Recommends Learn more about Allows customers to Capabilities to Exclusive
Solutions Based on a product customize products help close the sale capabilities for
Needs/Wants & see within and continue the associates only that
Validate choice different contexts & relationship allow for increased
Narrows Selection arrangements Productivity
©2012 SapientNitro Corporation 3

4. Different environments bring on different user needs...
At Home On The Go
Explore & Shop “While You’re Out” Convenience
In Store
Get advice & assistance
©2012 SapientNitro Corporation 4

5. ...which bring on different user behaviors.
AT HOME ON-THE-GO IN-STORE
Explore & shop ‘While You’re Out’ convenience Get advice & assistance
Interaction Mouse click Touch with thumbs Touch with multiple hands
Environment At home Distracted, Stimulated Relevant, Sensory environment
Full screen environment Tactile, Near product
Small screen Immediate
Navigation Drill Down dive Quick access Modular
Users Solo Solo Solo or with a group
Content Everything for Everyone Bare Essentials Relevant & Personalized
Cross Sell Medium - If I have time, I may Low - I have a specific goal that I High - I’m engaged and inspired by
Engagement browse the products in need now what’s around me
“You may also like”
Form Factor Static hardware Mobile hardware with built-in Static & Mobile hardware with built-in
technology (bump, camera, etc) technology (bump, camera, etc)
©2012 SapientNitro Corporation 5

6. So what does that mean for how we design for them?
CUSTOMER ASSOCIATE PHYSICAL SPACE
EXPERIENCE EXPERIENCE EXPERIENCE
Welcome Charlotte! Log Out
TODAY’S
ORDER 456 Tablet Dock /
ORDERS
ORDER 123
New!
Date:
Charging Station
Order Received From:
3 hrs left!
ORDER 456
Clothes Hanger
Ship To:
ORDER 578 Items:
$
$
$
Active Mode Card Swipe
ORDER 890
Welcome Charlotte! Log Out
SUBMIT
All Orders
Printer
ORDER 456
Date:
Idle Mode
Landscape Mode Order Received From:
Cash Drawer
Ship To:
Items:
$
$
Tissue-Wrapping
$
SUBMIT
Station &
Security
Demagnetizer
Portrait Mode
©2012 SapientNitro Corporation 6

7. And does age really define success for these experiences?
The The
vs.
Millennial Baby Boomer
©2012 SapientNitro Corporation 7

8. SXSW 2013:
Will the Millennial kill the Store Associate?
©2012 SapientNitro Corporation 8