Everyone is talking about Artificial Intelligence or AI; this umbrella of technologies that is able to emulate and sometimes replace human cognitive performance. In fact AI is already largely present in everyday digital interactions. Think of voice recognition, maps itinerary calculation, stock trading and gaming to name a few.
In retail, Artificial Intelligence is primarily being used by market leaders to personalise marketing engagement, optimise supply chain operations and costs and enhance customer experience across channels. Let’s walk through a few examples.
United Arab Emirates retailers deal with more than a hundred nationalities. This means different cultures and various shopping habits, sensitivities and aesthetics preferences. When designing an e-commerce website, an app or even an email blast, it is essential to know and understand your target user. Unfortunately, there is no “common user” and different customer groups must be addressed differently. It is even truer in the UAE, where it is unlikely the designer shares the same cultural background as his/her target audience.
This is where personas come into play: personas are fictional characters representing typical users or customers; they help shape profiles based on needs, motivations and desires. As we wrote in a previous blog on User Experience, creating personas can greatly facilitate decision-making, and also reduce errors and rework hours traditionally associated with design concept misinterpretations as part of multichannel projects.
In this article, we will not delve into what personas are, as there is plenty of literature on this topic, but focus more on their benefits for a multichannel business, in particular in the UAE.
As customers are interacting with more and more channels and touchpoints, it becomes essential for brands to adapt to their context and deliver meaningful interactions in order to satisfy their growing expectations.
Following the relaunch of its ecommerce site at the end of 2013, Halfords online sales have risen 13.7% from the same time last year.
Whenever adding a new channel, improving an existing touchpoint or redesigning the entire omnichannel setup of a brand, User Experience expertise actively participates to increasing conversion rates, repeat purchase and ultimately market share.