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Innovative Service Design for PX Mart
Team ＆ background
6 - person team
Management, Design & Engineering
Methods
interview, questionnaire,
semi-experiment
About this project
Innovation design
In the retail market, a standout store requires a remarkable shopping experience and unique services. PX Mart aims to elevate its competitiveness through strategies like online services, digital integration in-store, and attractive product designs. Our dedicated focus is on enhancing the overall customer experience throughout these projects.
Before we dive in...
A little bit about PX Mart
With 1,000+ stores, PX Mart dominates Taiwan's retail scene. Evolving from dry goods to fresh groceries, they captivate younger hearts through "Mr. PX Mart" and alluring TV commercials. The ambitious PX Mart unveils "PX Pay" app and captivating online services, bridging the gap with younger customers. An extraordinary retail experience awaits!
Elevated customer expectations drive the retail market to enhance branding and service.
PX Mart is committed to enhancing the customer experience by blending digital services, upgrading in-store shopping, and collaborating with other brands to engage younger customers. They prioritize consistency between their alluring advertisements and the actual shopping experience, ensuring top-notch quality and enjoyment for their customers.
Opportunity
How might we integrate online and offline services, making PX Mart the preferred grocery store that seamlessly aligns with the dynamic lifestyles of younger customers ?
Research
We found that a significant portion of customers are interested in exploring new products and services. Furthermore, they tend to prolong their stay, even after buying the items on their shopping list.
The two primary factors we identified as significant dividers among customers are their shopping orientation and their motivation to try new things. As a result, we opted to focus on individuals who derive enjoyment from exploration.
Customers experience significant pain points while shopping for items on their lists, and these challenges influence their emotions.
Design
We divided 10 design concepts into 4 parts:
"Buy Life," "Buy Happy," "Buy Smart," and "Buy Easy."
1
2
Buy Life
PX Aesthetics
Colab with influencers, demonstrate their selections, strengthen the link between
PX Mart's lifestyle aesthetics and consumers, and embody the concept in physical spaces.
PX Ideas
Enhance shopping with more fun, exploration,
and personalized product recommendations and routes.
Buy Happy
3
Fav List
Swiftly record product info, explore more items, get proactive alerts for products, and never miss special offers.
Interactive ads
Build external customer touchpoints, maintain PX Mart brand familiarity, and digitally integrate into consumer lives beyond the store.
4
Buy Easy
5
Easier Pack
We craft scenario-based packages with all the essentials, freeing customers from lists and aisle wandering, so they can simply savor the moment.
6
Keep it Cool
Preserving freshness in frozen and fresh items, enabling customers to shop calmly with their own bags, avoiding crowding and fostering a stress-free experience.
7
PX TakeOut
ccustomers can purchase affordable meals 24/7 without entering the store, saving you time on queueing and checkout
Buy Smart
8
Groupon
Introducing theme-based group purchases, avoiding wastage due to excessive portions and missing out on bulk discounts.
9
Know Your Fruit
Visualize price fluctuation of fruit and veggies, find cost-effective options, increase motivation to buy. Also highlight origin and quality, reassuring health-conscious consumers.
10
rEcipe
Customers can scan ingredient codes to access recommended recipes, seamlessly blending offline and online services, enhancing PX Mart's supermarket experience
Evaluation
The NPS (Net Promoter Score) exhibited notable improvement following the presentation of our design concept to the customers.
We blended NPS, CSI (Customer Satisfaction Index), and the Importance Index to appraise our design concepts.
"rEcipe", "Easier Pack", "Know Your Fruit" & "Fav list" were ranked the highest among all design concepts.
