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Building retail experiences for the 2020s

Building retail experiences for the 2020s


Consumers are demanding next generation experiences

For retailers, the “new normal” has been stark - digital became the sole means for survival for several months, but ensuring resilience and continued success is about more than just a good e-commerce proposition.

Consumers’ expectations for speed, engagement and reliability are being raised every day. By combining deep customer insight, sector expertise, and divergent technology - our teams at Kin + Carta help you rebuild your business and exceed those expectations by reimagining and rebuilding your customer’s experience.

Get in touch, today.

The Future of Retail

Take a look at our top insights and predictions on what's next for retail and the pivotal role digital will play in rebuilding retail in the new era.

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When there is so much uncertainty in the industry, why not increase your market share by 20% by creating products and services that are accessible to everyone? With a significant increase in the number of people accessing online services through necessity, it is critical that retailers ensure their e-commerce sites are fully accessible to all as soon as possible. Audit your online platforms to find out where you can improve your accessible retail experiences.

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Supply Chain & Logistics

Lost revenue and brand loyalty are the unfortunate consequences if retailers don’t manage change correctly. With retailers reducing access to their apps to cope with surging demand, customers were left with no choice but to choose retailers based on their availability and supply over years of brand loyalty. Leverage technology to ensure that your systems are more resilient than your competitors.

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Digital First Customers

Online shopping sales have tripled in the past 5 years and are significantly rising due to the Covid-19. Optimising digital experiences to be seamless and convenient is a crucial differentiating factor in weathering this storm. Test and identify your UX and create the digital journey that your customers need. 

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Touch Free Experiences

Despite 63% of customers saying they would be willing to come back into store, there is and will be a long-term focus on ways to reduce the spread of Covid-19. Exploring ways to create seamless, touch-free experiences is critical to continued success in a post covid world, safeguarding your business and increasing customer loyalty

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Crisis Response

It is more critical than ever to understand who your customers are and how to communicate with them effectively. Why not use data you already have to help effectively manage these relationships? Especially in these volatile times it will help reassure clients and drive brand loyalty.

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New Propositions

While customer behaviour remains in flux and new habits form, now is the time to test new propositions. Reimagine and rebuild your organisation through tactics such as a shift to a digital-first proposition or bundling existing propositions.

Would you like to learn more about the future of retail?

Download 'Retail: Strategic Priorities for 2021'

A trusted partner

Building digital experiences for the world's leading retail, e-commerce and FMCG companies. Here is a handful of the organisations we’ve worked with.
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Unilever logo
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Take a look at how we helped M&S revolutionise the in-store experience for M&S Food customers. Scan, Pay, Go enabled users to beat the queues by scanning products, paying, and leaving the store in one seamless experience with a beta trial live in just 12 weeks.

Read the M&S case study here


Read more about how we partnered with Tesco to develop a new mobile shopping experience for customers: Tesco Now.

Read the Tesco case study here


Find out more about how we helped Cazoo build their website, using an entirely serverless architecture, allowing them the growth and flexibility to thrive amid the Covid-19 crisis.

Read the Cazoo case study here

We teamed up with Kin + Carta to help us deliver on our product vision in a very tight timeframe. The team worked exceptionally well within our complex organisational and technical architecture to deliver a high quality customer experience, fast. As a result, we were able to launch the Mobile Pay Go service after just 12 weeks of development.

Jim Cruickshank - Global Head of Digital Product & UX, Marks & Spencer

Latest Insights

How we built Tesco's new accessible groceries app

Read more here

How McDonalds is building a data-driven retail experience

Read more here

How AI can aid customer product discovery

Read more here

Retail in the next 12 months

Featuring insider perspective from M&S, one of the biggest retailers in the UK, this session explores the kind of practices retail organisations should adopt to become more resilient, what trends will impact the industry and how to respond to them, and a focus on the changing nature of customer expectations.

Share the challenges your organisation is facing today.

Get in touch

Meet our retail and digital growth experts

Helene Dolberg
Sam Dods
Jennifer Crowley

Retail: Strategic Priorities for 2021

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