THINK OUTSIDE THE BOX WOOLIES X JULY 2018 - LEARNING THAT GETS RESULTS
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LEARNING THAT GETS RESULTS
THINK OUTSIDE THE BOX
WOOLIES X
JULY 2018
The challenge – Help us provide a more personalised, convenient and frictionless experience for our in-store customers
CASE STUDY
Woolworths 2023
Over 5 years, Woolworths has Woolworths is a frontrunner in The results are astonishing. Woolworths
re-positioned themselves as the customer-centric design. In a bold has more lifelong customers than any
customer-centric supermarket. They initiative, it installed a theatrical space other Australian Brand. Its adoption of
are no longer a ‘chore’ but a ‘helping in each store – focusing on helping new technology is up by double digits,
hand’. Woolworths has re-imagined customers solve everyday problems. and they are even helping to shape a
the entire shopping experience – This space ‘for the voice of the ‘healthy nation’. This is a business that
empathising with common customer customer’ is the space no-one knew has nailed the fusion of online and off –
pain points. Woolworths now involves they needed, but has made a world of human interaction still being key in its
the customer in the journey and listens difference. The customer speaks and revised strategy.
– listens hard to what customers are Woolworths listen.
saying and why.
3CONSIDER THE PAIN POINTS
OF EVERY CUSTOMER.
Woolworths
There are so many Now, think about takes the lead on
initiatives at every Woolworths ‘making life easier’
Why is this? Simply
Woolworths that store running and educates
put: ‘You always do
customers don’t educational customers on all
what you’ve always
maximise or even sessions on ‘how of the wonderful
done’ when it
know about. Like, to make life easier ways Woolworths
comes to rolling out
for example, pick- with Woolworths’. takes the ‘pain’ out
new ideas.
up, grab and go, and To help customers of the shopping
home shop. ‘eliminate the pain’. experience.
It’s about the WHY,
not the WHAT.
4Now, visualise this.
A beautiful space, central in the store. Customers gather around and hear
how ‘life can be easier’. Screens hang from the ceiling, combined with a raised
platform to signal importance, with some beautiful benches for Woolworths to
demonstrate. Customers can take five and sit on comfortable cubes like they’re
at the theatre or a live show.
5Now, imagine this.
In the space, customers hear thoughts on how ‘life can be easier’. We can invite
in speakers to talk about ‘healthy food on a budget’, ‘creating less waste’, or ‘how
online means the fridge is always stocked’.
These sessions are far from run of the mill ‘information sessions’ – these sessions
are beautifully crafted experiences using all 5 senses to engage and WOW the
audience.
6Wh o can inspire us with
beautiful spa ce?
Apple Chadstone Nike Melrose
1. 2.
Suncorp Pitt Street
3.
7IT ’ S TIME TO LISTEN
TO THE CUSTOMER
T H E FUTU R E DICTATES A FUSION OF
O N LINE A ND OFFL INE EXPERIENCES . AS WE
R O L L OUT INNOVATION AF TER IN NOVATION ,
WE MU ST R E ME MBE R THE CUSTOM ER’ S
VO I C E . THE R E IS NO REASON TO FLY A D RONE
O R U SE A C HA BOT IF THE UPTAKE IS LOW
A N D IT TA KE S YE A R S TO AD OPT. TECH NOLOGY
I S NOT A LWAYS A SO UN D INVESTM EN T IF
I T ’ S DIFFICU LT U SE A ND M AKES T HINGS
CO MPL ICATE D.
MU C H L IK E A PPL E , WE TAKE OUR CUSTOM ER
O N THIS JOU R NEY – EM PH ASISIN G SIM PLICITY
A N D E A SE .
8Woolworths – MAKING LIFE EASIER
& then of course, Woolies could already be
there are the planning to become the ‘Uber
eats of supermarkets’. After
really practical all, one of the biggest threats
to supermarkets isn’t just
ways we can Amazon, it’s on demand and
make life easier. convenience.
10A glimpse into th e future:
usin g tech to streamlin e an d personalise
Imagine your fridge is always full, fresh Imagine you walk into a store and it feels
food is on hand, and the pantry is well- like it’s catering just for you. It knows your
1. stocked. Data capture that is so efficient, 2. eating habits, and in conjunction with
it knows your buying behavior. When your Woolworths app, it points you to all
your Everyday Rewards is scanned, data is the hot spots in-store. Better yet, items in
stored in your online account. It knows the the store are custom arranged – it’s the
brands, sizes and quantities you buy. Now true ‘store within a store’. It feels more like
streamline that with a subscription service a market experience than a ‘run of the
where it ‘just arrives’ at your door. mill’ shop.
Imagine an in-store experience that
is both human and personalised. You
3. walk into a store and they know you by
name – how? By using facial recognition
technology connected to your Everyday
Rewards account. The team can point
you towards a demonstration that is in
line with your buying habits, and they
can tell you what specials will peak your
interest. This investment in people pays
dividends in basket size.
11Woolworths – MAKING LIFE EASIER
We’ve worked with
13THINKA work samples
and case studies
Work Samples Case Studies
14LEARNING THAT GETS RESULTS
CONTACT CONTACT
Siobhan Moran, Ben Roulston,
Head of Sales Co-founder, Growth
0438 689 543 0433 197 225
siobhan@thinka.me ben@thinka.meYou can also read
