Tuesday 11 November 2014
Strategic retail design agency JosDeVries The Retail Company hasn’t only carried out the concept development for the Westside shopping mall in Switzerland, but also completely redesigned the customer journey. After all, this journey now increasingly starts online, and with the rise of the smartphone it’s become mobile too.
“In the past the customer journey started at the shopping mall car park, and ended in back there when the customer left for home. But now the customer journey often begins online; at home or on the move. And once you’re inside the mall you’re often online too, because you’re constantly checking things on your smartphone.
Westside was faced with the question of how they could create new contact moments, and how they could best connect the online and offline worlds”, says Christiaan Rikkers, Managing Director and CEO of JosDeVries The Retail Company. Ernst Consenheim, Director of Strategy & Format, adds: “As a design agency we were not only asked to design the physical space, but also invited to contribute our ideas for the definition and development of the new customer journey at Westside, which is in Bern, Switzerland. Thanks to our input the new customer journey is now integrated in the total concept of the mall.” The new-style Westside reopened in May of this year. In the period after the opening it achieved a double-figure increase in turnover compared with the same period in 2012. Visitor numbers rose by an average of over ten percent, and according to Ernst Consenheim the conversion rate has also improved.
JosDeVries The Retail Company BV
3605 MA Maarssen, P.O. Box 1194
NL-3600 BD Maarssen
tel. : +31(0)346 - 563764
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