Case Study: Large Omnichannel Retail Company improves in-store design engagement with RR Donnelley

In-Store Intercepts Define Path to Collaborative Tool

Large Omnichannel Retail Company, a home furniture and accessories retailer, partnered with RR Donnelley to better understand how customers experience in-store design consultations and identify opportunities to improve the process. The company also wanted to explore what might be needed in a collaborative web-based design tool for customers and consultants.

RR Donnelley used in-store intercept interviews to capture feedback from customers and designers working with tools like PowerPoint and Icovia. Based on the findings, RR Donnelley recommended ways to improve store signage, better position design consultants, simplify product integration, and enhance the layout and functionality of a future tool. The case study notes improved awareness opportunities and ongoing testing, but does not provide quantified results.