World as a shopping interface

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WORLD AS A SHOPPING INTERFACE
Image Source: Frog Design

2World As a Shopping Interface
Your wish is my command- Genie in Aladdin
Everything you want is out there waiting for you to ask for it.
And that’s how the world will be for consumers.

What does the future of shopping hold?
A Peek into Shopping Trends We See in 2016
This month, at the Institute of Customer Experience, we explore trends that are converting
the world into a shopping interface. Here are the top six trend categories covered in this
report.
1. Immersive Experiences: Take a closer look at how VR and AR are changing the
shopping experience.
2. Intelligence Explosion with Human Touch: Explore examples of artificial intelligence
in assisting our purchases.
3. Data Sync: Check out how research about customers’ previous shopping data
enhances anticipatory shopping.
4. Fluidity Among Channels: View examples of seamless integration of social media,
QVC, live shows and online shopping.
5. Post-Money Economy: As shopping enters the post-money economy see how
cashless, cardless purchases and even staffless retail stores are trending.
6. Automated Consumerism: Check out technologies that are enabling restocking and
various ways of looking for the best deals on products.

4World as a Shopping Interface
Virtually scan yourself into shopping worlds, become part of a runway show
audience before shopping the latest collection, or discover the look and feel of your
dream car that’s not yet available in the market. Virtual reality can help you interact
with products like never before, even making you an artist, for example, painting the
insides of a giant Happy Meal box.
Immersive Experiences

Source: http://www.roadtovr.com/gtc-2016-highlight-audi-on-the-future-of-digital-retail/
The Audi VR Experience team has designed to give their potential customers an idea about the
look and feel of their potential new purchase, when the exact model—with various
customisations in features and colours—is unavailable.

Source: http://venturebeat.com/2016/03/18/microsoft-will-let-you-design-a-custom-kitchen-with-hololens-at-some-lowes-stores/
Source: http://www.businessinsider.in/Heres-what-shopping-will-be-like-in-the-future/Lowes-is-currently-testing-Oshbots-robots-that-can-locate-
merchandise-and-speak-to-customers-in-English-or-Spanish-/slideshow/49141444.cms
“Lowe will enable its customers to experience a holographic representation of a completely new
kitchen, adjust finishes and options instantly, and share their designs easily online with
Microsoft’s HoloLens."

Source: http://www.psfk.com/2016/03/scan-yourself-into-virtual-reality-scanning-smartphone-dacuda.html
Scan Yourself Into Virtual Reality using your smartphone. A point and shoot is all it takes to
upload your face into the VR world, and customize your shopping experience.

Source: https://www.jwtintelligence.com/2016/03/the-future-of-festivals-and-experience/
At 2015’s South by Southwest Interactive festival, McDonald’s served up its famous Happy Meal
with a dash of virtual reality (VR), wherein the audience painted the interiors of a happy meal box
using a virtual paintball shooter. These images were then branded and published.

Source: http://ir.net/news/virtual-reality/123896/alibaba-vr-shopping/
In select Tommy Hilfiger stores and wholesale partners globally, consumers can watch the Fall
2015 Hilfiger Collection runway show from a front-row seat in 360 degree 3D virtual reality – and
then immediately shop the collection.

As intelligence creeps into the shopping experience, autonomous delivery trucks will self-drive to
make deliveries and return to the depot to restock themselves; personal chatbots and smart displays
can serve as shopping assistants; and robots are multilingual or speak to customers using words,
gestures and recognizable expressions. More and more, we will find intelligent helpers in our
shopping experiences.
Intelligence Explosion with A Human Touch

Source: http://qz.com/613277/google-wants-to-deliver-packages-from-self-driving-trucks/
Intelligence Explosion with Human Touch
Google is developing its self-driving delivery truck technology. It has patented an "autonomous
delivery platform" wherein the trucks are fitted with lockers that open with a PIN at the
customer's end that can be accessed with a credit card or NFC reader. The truck automatically
returns to its depot or moves to the next delivery point.

Source: http://www.businessinsider.in/Heres-what-shopping-will-be-like-in-the-future/Lowes-is-currently-testing-Oshbots-
robots-that-can-locate-merchandise-and-speak-to-customers-in-English-or-Spanish-/slideshow/49141444.cms
Lowe's is currently testing Oshbots, robots that can locate merchandise and speak to customers
in English or Spanish.

Source: http://www.fastcodesign.com/3054934/the-next-phase-of-ux-designing-chatbot-personalities
An interesting UX challenge - conversational interfaces. Chatbots have sometimes made
interactions more difficult, so designing enjoyable Chatbot personalities has become the need of
the hour. For example, Facebook’s M is a personal shopping assistant (not male/female but
gender neutral) that helps you with shopping on Facebook.

Personalised Shopping
"Smart displays" show consumers more information on products they’re considering……and they
are greeted by store associates who “know” them—and recognise their frequent shopper status.
The digital shopping assistant helps them navigate through the store.

Source: http://futurism.com/ibm-watson-pepper/
IBM’s robot, Pepper, draws on a wide range of data sources such as social media, video,
images, and text, giving it the ability to “understand the world the way humans do — through
senses, learning and experience.” The robots are already being used in retail stores and banks.
They interact with customers using words, gestures, and recognizable expressions.

Whether it is Amazon’s “anticipatory shipping” method that ships orders to customers even before
they are placed, based on a variety of data on their previous purchases, or the range of shirts that can
be narrowed down based on your mood detected by neuroscience, or mannequins in a retail store
that collect data through cameras installed on them that can detect your age, gender, and know how
long you spent looking at a particular display – data is becoming a critical differentiator!
Data Sync

Data Sync
Amazon’s predictive analytics packages and sends out products that customers haven’t yet
ordered. Based on previous purchases and choices, these packages are sent to wait in the
shipper’s hub or in trucks. This “anticipatory shipping” method works particularly for a product
such as a bestselling book for which the order can be anticipated based on a variety of factors.
Source: http://blogs.wsj.com/digits/2014/01/17/amazon-wants-to-ship-your-package-before-you-buy-it

Source: http://mashable.com/2015/10/06/uniqlo-neuroscience-australia-tshirts/#ZfUQmiDaE5qV
Uniqlo is using neuroscience to help you find the perfect shirt. In its retail stores, customers wear a
headset and watch various videos while an algorithm picks up their mood, for example, ‘calm’.
Then, shirts are suggested to match this mood, for example, a green shirt to match the customer’s
calm mood. In future, this technology could help narrow down a range of options when shopping.
Data Sync

Source: http://www.theguardian.com/cities/2016/mar/03/revealed-facial-recognition-software-infiltrating-cities-saks-toronto
Source: http://www.cbc.ca/news/technology/facial-recognition-stores-1.3487754
Data Sync
Mannequins in a new Saks Fifth Avenue store in Toronto, Canada, have micro cameras that use
softwares like NEC's Neoface or Eyesee. These mannequins let retailers determine your gender,
race and approximate age, where and how long you looked at different displays and emotions
you experienced.
Photograph: Chris Frey for the Guardian

“So we’re not just talking to someone at the store today,
but sort of creating a probability cloud from the data about
when they’re going to be shopping the next time, when
they’re most receptive to that advertising, and when
they’re least receptive to that advertising.”-Dipaola
Source: http://www.bizjournals.com/bizjournals/news/2016/03/21/todd-dipaola-inmarket-predicting-shopping-trip.html
Data Sync

We are starting to see examples like live staging and QVC starting to work seamlessly with online
shopping, social media doing the work of ecommerce sites in being the first persuader as well as the
place from where purchases are done, and delivery changing with services coming closer to
customers than ever before, so there is no packaging or post needed at all.
Fluidity among channels

Source: https://www.jwtintelligence.com/2015/12/the-human-address/
Fluidity Among Channels
Startups are radically rethinking logistics and San Francisco-based Shyp emphasizes that the
service “comes to where you are, no need for a box, no need for a post office,” according to a
recent ad campaign.

Source: http://www.businessoffashion.com/articles/fashion-tech/personal-shopping-services-seek-scale
As customers are greatly influenced by social media for their consumption choices, Facebook
and Instagram are increasingly becoming their first point of contact with a product that they might
want pre-ordered. When it comes to the latest in fashion, shoppers often don’t care so much
about where the product comes from, rather they are interested in getting it quickly.

Source: http://qz.com/634199/amazons-newest-way-to-sell-you-stuff-is-a-live-fashion-tv-show/
Amazon’s new way to sell you clothes is a hybrid between a talk show and QVC.
A screen capture of Style Code Live

Source: http://www.nzherald.co.nz/bay-of-plenty-times/indulge/news/article.cfm?c_id=1503597&objectid=11609330
Fashion from the Diane von Furstenberg Fall-Winter 2016 collection is modelled during a live
staging in New York with the models acting out everyday scenarios. Rebecca Minkoff is selling
the designs right away online. Her hashtag is #SeeBuyWear.
Bailey made sure Burberry's shows were featured on a variety of sites like Periscope and
Snapchat, says Anusha Couttigane, a retail expert at Oresa, an executive search firm.

There’s a movement towards cashless, cardless payments and increasing use of mobiles in shopping
as well as retailers tying up with Apple pay and other reward programs for mobile shopping. Also, with
smart internet-connected shopping bags, retail stores are moving towards becoming staff-less as a
result of technology that charges their credit/debit cards as they exit the store.
Post-Money Economy

Source: http://bigstory.ap.org/article/bf2639e442a444768caafa2a7fb78984/swedens-1st-unmanned-food-store-all-you-need-phone
Post-Money Economy
No hard money, no plastic money—all you need is a phone for Sweden's first unstaffed food
shop, and a sync account for payment.

Source: http://qz.com/693596/the-next-logical-step-for-apple-pay-a-loyalty-program/
Post-Money Economy
Apple pay is increasingly the choice of retailers who are trying to integrate a rewards program

Source: http://www.fastcompany.com/3057950/in-the-store-of-the-future-your-shopping-bag-connects-to-the-internet
Post-Money Economy
RFID tags on shopping bags are being produced by a startup called Twyst. Their “Smart Internet
connected bags” are automatically added to inventory and the customer’s debit card is charged
as they exit the store.

Automated consumerism is consumerism on the go—the tools for which pave the way for instant
gratification and supreme convenience. For example, Echo by Amazon. Another trend we look at is
auto-replenishment in automated consumerism promoting the idea of “not stocking”.
Automated Consumerism

Source: http://www.wired.com/2016/03/amazon-tap-echo-dot-bring-alexa-way-beyond-living-room/
The Amazon’s Tap is more or less the device everyone’s been asking for since Amzaon’s Echo
first appeared a year ago. Tap the button, and you can speak to Alexa (the chatbot) just as you
always would and it will take care of the re-stocking needs.

Push for Pizza is an app that keeps customers’ payment and delivery information on file, allowing
users to order their favorite pizza with just the push of a button.
Source: http://recode.net/2015/11/03/amazon-dash-may-be-the-future-of-consumerism-but-should-it-be/

Samsung announced its new Family Hub refrigerator, which features a large touchscreen
embedded in the door. The product is integrated with a new service called Groceries by
MasterCard, which allows users to shop for food and beverage items directly from their
refrigerators.
Source: https://www.jwtintelligence.com/2016/01/ces-2016-iot-and-chill/

Hiku is a voice-driven button that allows users to create and share shopping lists throughout their
devices. Soon it will also be able to do the shopping for them, scouring the Internet and looking
for the best deals on each item.
Source: http://recode.net/2015/11/03/amazon-dash-may-be-the-future-of-consumerism-but-should-it-be/

Are you ready for a future where retail is completely
tuned in with your subconscious needs?
Is that likely to be a utopian, dystopian or
heterotopian future?
World As a Shopping Interface

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@UXTrendspotting
Interested in future trends and reports?
Write in to us at ice@humanfactors.com
THANK YOU
Content:
• Tanvee Gupta
• Kalika Sharma
• Apala Lahiri Chavan
• Rasika Wadodkar

World as a shopping interface

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