A human-centered approach to the “new retail” trend sweeping China
Over the past 3 years in China, “new retail” has become a popular concept that merges online and offline retail. At frog, many of our clients express interest in creating these “new retail” experiences.
While we appreciate that the market is embracing this new concept with enthusiasm, we often begin our partnerships by asking our clients: “What do you mean by new retail?” and “What business goal do you want to achieve by adopting this new concept?”
Retail transformation is often a complicated process that requires systematic diagnosis and exploration. From our collaboration with retail clients, we have identified three key elements that are core to this transformation: human, product & service, and touchpoint. At first sight, these might seem to be very common and obvious. However, we often notice that these elements are understated or misunderstood. We have identified three strategies for getting the most vale out of retail transformation by finding new opportunities and filling unmet needs in the market.