Retail Experience
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Retail Experience
Retail Experience is the sum of all physical and digital touchpoints that a customer interacts with during a shopping journey, including layout, lighting, sound, scent, and digital interfaces. In the context of the Customer Journey, designers can influence the sequence and timing of these touchpoints to guide emotions and decisions, such as using scent at entry to create a welcoming mood or interactive displays to encourage exploration. Designers can map each stage of the journey-awareness, consideration, purchase, and post-purchase-to specific sensory cues and spatial arrangements, making each step feel intentional and memorable. This approach helps create a seamless flow from first impression to final transaction, supporting brand storytelling and customer satisfaction.
customer journey mapping, sensory design, touchpoints, spatial layout, interactive displays, brand storytelling
Retail Experience on Design+Encyclopedia
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