The COVID-19 pandemic has forced consumers to change the way they shop in a matter of days as a result of government-issued stay-at-home orders. Consumers are now seeking new ways to get the products they need, and as they become accustomed to these new conveniences, behaviors and expectations are expected to stick for the long-term.
Retailers with brick-and-mortar stores are implementing solutions like curbside pick-up to help their customers feel safe, while re-purposing their stores as fulfillment centers — building on existing technology and re-deploying their employees in new capacities. How can retailers learn from this temporary solution to deliver a curbside pick-up experience that endures?
Publicis Sapient set out to answer this question for a leading sports retailer. We looked at the curbside pick-up experience through the lens of LEAD, a framework co-created by our global experience team. LEAD consists of four characteristics of a great, modern experience: light, ethical, accessible and dataful.