How a retail company redesigned their stores based on customer emotions.



Customer Journey

The company

In this use case we are exploring the case of global retail company. This leader of the sector, is a french brand that was born more than 200 years ago.

The challenge

To point out the top and worst spots in the supermarket such as cashiers, change rooms, and the entrance.

The solution

Q°emotion started first by drawing the company's store map. In this map the different parts of the stores were emotionally represented by heat degrees and different colors , based on the collected information for customers feedback.

The result

Months after using the solution, the company was able to redesign some of the stores (mainly in France ) and the results were impressive. Client’s purchase process was more fluid and even 2 times faster than before thanks to the emotional distribution (source: satisfaction form sent to emails.

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