Have I Been Experienced... Part 1:

This article is the first part in a series of design dialogues about the nature of experience/ial design in retail & beyond.?

I’m in the experience economy. I work in design strategy and brand experience. My work is all about the value of experiences…that’s a lot of Experience/s!

I decided to explore/audit the retail stores in my neighborhood* based on their approach to "guest experiences". I asked them 3 questions:

1. What's your "Brand/Store" Experience?

2.?What's your policy on sustainability??

3.?Do you have in-store events?

* Williamsburg, Brooklyn, NYC where I've lived for the last 23 years has "experienced" massive change. From wasteland, sketchy factories and abandoned warehouses - to chic new stores, hotels and lounges. Now it's home to some of the worlds most recognizable brands (Both Chanel and Hermès are set to open over the next few weeks).

My first stop was Glossier,?I've seen crowds lining up outside behind a velvet rope at weekends and got the impression it was some sort of Charlie’s Chocolate Factory for makeup. Inside someone welcomed me immediately and offered to help. The spacious oozy pink interior made me feel like I was in some sort of bubble gum heaven…all the product categories are mirrored either side of the store to avoid congestion which I thought was a really good idea.

Mar the manager was fun, informative and friendly. She described visiting Glossier as a full product “playground experience”. Associates take guest orders on an iPad which then magically appear wrapped and ready to go on a mysterious conveyor belt. This is definitely memorable and a true take away “experiential” magic moment.

There was no readily available information on sustainability or biodegradable ingredients used in the products or packaging - the focus was really all about the "product performance" and store environment. It would be fantastic for Glossier to really commit to using ethically sourced and non toxic ingredients to provide a truly winning experience.

Overall I really enjoyed my Glossier experience, they have monthly in-store events partnering with local businesses and community members.

What would make your future retail experience memorable?

Next design dialogue: Have I Been Experienced Part 2. My visit to Nike Williamsburg.