Have I Been Experienced Part 3.

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

I 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?

My visits to Madewell, Mejuri and Lululemon.

Well to start with - my visit to Madewell came to an abrupt end. I explained I was a local designer writing about “experience” in retail and unfortunately the manger offered “no comment” and?suggested I contact the press office. I understand the importance of a unified brand statement - however I was sorry that this individual was not given the agency or authority to act like an invested ambassador for the brand - felt kind of disempowering :(

Moving on - next visit was to the newly opened jewelry store Mejuri. Quite a different experience entirely the store felt like it had been quarried from a rock face - with a stone floor and neutral grey pallet + saloon style product bar with dull gold hammered kick plate. The layout was planned for easy access for disabilities - however Evan (who happily chatted with me) said they already need to redesign the flow due to heavy congestion at the rear of the store where the earrings are on display.

A lush velvet curtain reveals the piercing studio at the rear of the store decorated in a cheerful green hue to pacify any piercing woes??

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

Evan was great and replied they “Hope to provide inclusion and accessibility in jewelry both financial and physical”.

2.?What's your policy on sustainability?

Mejuri uses 80% recycled gold and all gemstones are conflict free.

3. Inshore events?

They plan to hold community events in the coming months.

Mejuri was thoughtfully designed and accommodating - making me feel welcomed and involved - even though I wasn't there to be pierced!

Lululemon:

Going to Lululemon felt like going to the mall. The product display seemed overwhelming - just too much stuff everywhere.

1. Brand/Store Experience: The staff were cordial and discussed the guest experience as welcoming and strategic people based training services.

2. On sustainability - Lululemon works on a Global Impact Initiative to reduce packaging and better recycling.

3. Events are coordinated with local brand ambassadors to heighten training skills and awareness.

To be honest I felt a little confused with the product displays and organization - It felt like I could be in a store anywhere across the USA with very little anchoring me to the neighborhood and no fuzzy feelings of immersive warmth and tactile interaction...

I was happy to see they offered free hemming and tailoring of their clothing!

* 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).

Next design dialogue: Have I Been Experienced Part 4 - Google Store Williamsburg.