As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head.
Eye-popping innovation for top-notch service
Ebay’s new retail store (an effort with the until now on-line only Rebecca Minkoff store) didn’t just make me turn my head, it made me look twice. The new flagship store is located in New York City. It sports what the press is calling a “Magic Mirror”. Don’t think Snow White or even a skinny mirror. They’ve blended a very large computer screen with a mirror so that you can see yourself and then some.
For example, the glass is used in the store to let shoppers browse through merchandise and have their size sent to a dressing room. When the clothes are in and the room is ready, they get a text. That starts their personal stylist session.
In the dressing room, a different version of the magic mirror shows them how they look (the mirror part) and lets them request different colors, cuts, sizes—even a beverage (that’s the computer part).
The store’s staff have their own smart devices and have been trained to deliver service in a top-notch way.
The best of both worlds
What excites me the most is how new in-store services and a new way of working have been created to blend the physical and virtual. I’d love to see what some shoppers in the store have to say.
Personally, I like that the store rep helping me can ‘see’ what I’ve got (in the store and at home) so that they can help me better. If I give permission, it’s personalized—not creepy.
There were many other service design and experience design features in the video. Which ones did you spot? Good job Ebay! You’ve got chutzpah, Rebecca Minkoff!
Mike Wittenstein is an experience, service, and business designer based in Atlanta who travels the world sharing ideas and programs that ignite others’ thinking, encourage experimentation, and transform business results. MikeWittenstein.com | firstname.lastname@example.org | +1 770.425.9830
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