Fourteenth International Conference on Design Principles & Practices

Abstract

As the physical retail industry enters a difficult position, and at the same time e-commerce comes to a peak, a new retail model that combines the two has emerged. This paper takes the physical retail store in the new retail background as the research object. Through the combination of the user’s usage scene and the shopping scene, the different types of customers are guided through the online scene of the mobile terminal, and different personalized lines are provided to provide customers personalized service. In terms of research content, firstly, through field research on traditional retail stores and new retail stores, space constraints are found as an important issue that hinders personalized experience. Secondly, combined with the theory and method of service design, the user’s usage scene is combined with the shopping scene, thus the service flow design concept of real-online-real is proposed. Simultaneously, combining the related methods of course scheduling system and the public transportation road network design, a method of designing an efficient line that satisfies all types of customers is discussed, and then guiding them experience different personalized lines through the online three-dimensional scene in the mobile terminal according to the customer’s interest curve at the corresponding service contact point. Experiments are designed to calculate the key indicators such as customer satisfaction, the proportion of entering the online scene, and the purchase conversion rate. Finally conclusions are shared.