Product Strategy Ideas for a Retail Business using AI/ML Algorithms
Since I got to my neighborhood in 2022, I have been using Stop & Shop retail outlets and I’ve been able to observe the experience it offers through its various sales channels, including online pickups, register/cashier, and self-checkout. I’ve also taken the time to interact with both customers and staff.
Drawing from these experiences, I've identified two prominent customer pain points that can be effectively addressed to improve shopping experiences for customers. The first pain point centers around customers' struggles to gain real utility from the mobile app. The second issue pertains to customers frequently declining printed coupons offered post-pay, despite their desire to benefit from the cost savings it provides.
Pain Point 1: Regarding the mobile app, most customers only use it for barcode scanning during check-out. Hence, SnS is missing out on opportunities to engage, support, and enhance customers’ shopping experiences. There is untapped potential to encourage customers to spend more time in-store and make more purchases by leveraging the app.
Pain Point 2: Printed coupons pose another challenge, particularly evident in the self-checkout section of the store. Many customers prefer not to collect the post-sales printouts, despite recognizing the cost-saving benefits.
The mobile app service can play a more significant role in addressing and capitalizing on these prospects.