Enhancing customer experience
Scenario • Big party coming up. • Wear something exclusive. • Anoushka Sharma was seen wearing a backless shimmer dress. • Wants something similar. • In fashion week ZARA had a similar dress in their spring collection. • Planning to leave for nearby ZARA store. • Uses ZARA app to check nearby ZARA store with the avaibility of the dress.
Anoushka Sharma
Loyalty Program You can be connected to loyalty program via ZARA app of registering in the ZARA store CUSTOMER
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•Pre order on the upcoming collection.
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•Free passes to the ZARA fashion show. ES
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PAY BACK
•Will be awarded sales expert to make your in store experience more comfortable and worthwhile. •The wearable will update you with the special in store discounts in realtime. •VIP lounge trail room access. •Easy checkout system, more personalized more quick. •Free home delivery. •Free ride back with Uber.
Loyalty Program You can be connected to loyalty program via ZARA app of registering in the ZARA store ZARA •Gets the entire details and shopping history of the customer. DI LE
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•To track the purchase pattern of the customer in different demographics.
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•To entice the customer towards upcoming collection to understand the approval rating of the collection even before it has shipped out.
PAY BACK
1 loyalty point = 2% discount on the actual purchase. If the customer does the purchase of Rs. 5000 and has 10 loyalty points. So when checking out he utilizes his points to get the discount on the purchase. So the discount will be 20% on the purchase, hence the customer has to pay Rs. 4000 on the check out.
ZARA Mobile App
Customer facing process Logins to the app using ď€ nger print.
Enterprise facing process Data gets recorded about the user. Syncing with the Adhaar details. Getting the online search and purchase details with the help of email id and mobile number which are part of Adhaar card information.
ZARA Mobile App
Customer facing process Creates a wishlist of items to be purchased.
Enterprise facing process Stores are notiď€ ed about the increased demand of the products. Data analytics come in focus. Which store has the most search and foot fall ratio can be calculated. Which product is doing well or is failing can be tracked. Geography wise fashion update and choice can be monitored.
ZARA Mobile App
Customer facing process Customer places the order in virtual cart and mentions where to deliver the product Customer will be asked to give his loyalty rewards points for choosing delivery stores under the loyalty program clause
Enterprise facing process Creates demand and notiď€ es the speciď€ c store to keep the inventory ready to be delivered at the other store Notify about the delivery of the products from one store to another store. The store will get the customer reward point on percentage basis.
ZARA collaboration with Uber
Customer facing process The app will communicate the time and date of pick up of the ď€ nal order from the store
Enterprise facing process Store will send notiď€ cation to the store about the visit of the customer and communicate to the customer keeping the buffer time of store to prepare the delivery in mind
ZARA collaboration with Uber
Customer facing process If the customer uses the UBER app and put location of the store and if it is near ZARA store the app will automatically ask if he wants to go to shop to ZARA
Enterprise facing process UBER app is partnered with ZARA, Once it recognizes that the customer is going near to the store it will automatically ask the user if he wants to shop in ZARA and notiď€ es the particular store about the same.
ZARA collaboration with Uber
Customer facing process The customer gets a tab in the cab where only ZARA speciď€ c offers, new arrivals, advertisements, trends, fashion news and 2D layout of the store to help the customer know where the products will be in the store before reaching there. The customer can create his own cart while sitting in cab in the tab and through NFC enabled phone transfer and sync the same cart items in his cart.
Enterprise facing process The tab will be in sync with the ZARA store database informing about the upcoming customer and his choices
ZARA collaboration with Uber
Customer facing process The app navigates the user to the ZARA store right from where he got down from the cab to the store entrance.
Enterprise facing process The app is connected with the Google maps.
ZARA Ofine Store
Customer facing process There is an interactive window display at the store facade.
Enterprise facing process Data about the latest collection will be synced with the mannequins and will displayed on them.
It is Kinect enabled to interact, entice and engage the customer with the brand There will be mannequins showing the whole latest collection of the brand which moves according to the gesture of the user. Interactive Display with kinect to detect motion sensor
ZARA Ofine Store
Customer facing process
Enterprise facing process
Once the customer enters the entrance gate there will be a thumb imprint section on the left.
With the thumb imprint the store gets the notiď€ cation about the user.
So when the customer gives his imprint he transfers his data to the store and syncs with the store database
Token no. of the baggage counter gets transferred to the app. Manually keeps the bag on the belt.
This imprint feature also helps to open a shutter to keep the baggage on a conveyor belt and gets a wearable HoloLens eyewear.
The associate at the baggage counter gets notiď€ cation of the token no.
ZARA Ofine Store
Customer facing process
Enterprise facing process
Once wearing the Holo Lens eye wear, the customer gets various information in front of him in gamied manner and he can interact with the same using gestures
All the movement of the user is getting recorded by the Store database.
Various features of the eyewear will be:
Integration of the planogram with the system.
Offers on various products
Asks the customer to navigate around the store.
Navigation around the store
Articial intelligence used for the above processes.
Tracks shopping record.
Gesture enabled Neural networks crowd sourcing of data. Showing fashion trends Information about the products And realtime expert suggestions
ZARA Ofine Store
Customer facing process
Enterprise facing process
Once the user ď€ nishes his shopping gets ready to go to the trial room.
Once the customer pays the points to reserve the trial room, he will be assigned with a personal associate to help him at the trial room.
There will be an option of the reservation of the trial room to the customer Before he starts the shopping or Before he decides to go to the store at his home. This will be covered under the loyalty program so the customer will have to pay back certain amount of points to the store to utilize this advantage of not getting in queue and using the trial room at one's own convenience.
The associates app will then be in sync with the customer’s app Then he can inform the customer of the availability of the trial room. TRAIL ROOM
Y LT R YA E LO TOM S U C
ZARA Ofine Store
Customer facing process
Enterprise facing process
Environment created inside for better experience.
Once the customer pays the points to reserve the trial room, he will be assigned with a personal associate to help him at the trial room.
Sync with the app.
The associates app will then be in sync with the customer’s app
Smart mirror touch enabled Can shop other accessories, shoes then and there, add in cart and notify the personal associate. Click photo on own phone and share using the smart mirror
Then he can inform the customer of the availability of the trial room. TRAIL ROOM
Y LT R YA E LO TOM S U C
ZARA Ofine Store
Customer facing process
Enterprise facing process
POS device will be there with the associate
The virtual cart gets billed
NFC tap to associate’s phone/ thumb imprint to pay the money
The user doesn’t need to carry the clothes to him
No pain of standing in queue.
The associate helps pay using his device.
Special feature for loyalty program user
ZARA Ofine Store
Customer facing process
Enterprise facing process
The customer then goes to the entrance and gives back the wearable and collects the baggage
The associate makes the order ready for delivery when the customer is leaving the store
He is not charged for the option of home delivery under the loyalty program
The delivery is done to the address of the customer