Have I Been Experienced Part 4.

This article is part of 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?

I wasn’t looking forward to visiting Google. To be honest I was annoyed that they had moved in to my neighborhood and just didn’t feel it was the right environment or community for them…

The first thing I noticed outside the store was a dog bowl. That softened me - nice touch I thought…

The grey brick exterior was well, grey with a hand painted Google logo and a small illuminated “G”, pretty un-ostentatious…

Once inside the space was open with airy skylights. A “Here to help” bar lined the inside wall. Pretty much straight away Melissa came to talk to me asking how I was doing…” Well I said, how ‘bout you?”Melissa told me she’d lived in the Southside growing up and her family still lives there. I asked her my 3 questions:

What's your "Brand/Store" Experience?

Melissa’s answer surprised me explaining this store was for a “working class community” not the landed gentry. She explained that it was repurposed to provide options for exploring technology and learning about the potential of the technologies on display + the progression of technology in general.

The products were displayed in categories comfortably around the store i.e. Phones & Watches, Displays & Speakers.

2. Melissa delighted in showing me the “Sustainability Wall” with physical examples of materials in various stages of recyclability. Google is pushing for big changes in their approach to manufacturing and material science with a push for extreme recyclability and ultimately biodegradable components in future.

3. Instore events and presentations are to be held In the back of of the store at the “Event Space” - a comfortable intimate home/lounge area surrounded by information and product displays. I would definitely hang out on the comfortable couches and learn something here!

I have to say after my initial reservations I was pleasantly surprised to enjoy my experience @ Google Williamsburg. The main reason for this was my interaction with Melissa - who not only guided me throughout the store but genuinely connected with me to share both her passion and knowledge of the products and her connection to the community…this made it all the more authentic allowing her own personality to elevate the?“human face and personality of Google with some pride, insight and connection.

* 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 5 - Le Labo Williamsburg.