Hey! This project is still in progress. You can still have a quick scroll.
Shopkeeper
OVERVIEW
As the fastest growing retail market, e-commerce has boomed like no other. But unlike most other countries, India's sentiments still lie in those 15 million local shops. "As of FY20, India’s retail market is estimated to be worth $600 billion out of which e-commerce comprises only 5% of the total." Put differently, those "unorganised" local stores have a whopping 90% share in Indian retailing. Although for the want of convenience, trends are steadily shifting to online shopping. We simply prefer the experience that renders the least amount of frustrations, annoyance and trouble. Therefore affecting sales of many local businesses.
All that said, the local retailers do need to serve better, but not by closing their stores! As Walmart officials got fascinated and stated in one of their press releases about the “The Kirana strategy". They planned to “partner with Kirana owners and members to help modernise their retail practices and adopt digital payment technologies”. This imparts a great opportunity to work in this intersection, where we have to integrate the interests of shopping local with the conveniences of e-commerce.
PROJECT TYPE
Research, Co-Create,
Concept Development,
UX UI Design,
Strategies & Analytics,
TIMELINE
10 Days
6 to 14 April, 2020
Revisiting and Working
(20 May 2020 - Present)
"India’s retail market is estimated to be worth $600 billion out of which e-commerce comprises only 5% of the total."
- FY20
DISCOVERY
Identifying Stakeholders
Travellers
Why traveller/non-native? Imagine yourself staying at a hotel in Jaipur as one of your travel spots. And you urgently need to buy your signature deodrant. What would you do? It would be a hunt!
RESEARCH & USER MAPPING
In a day of Rahul & Shama Uncle
BEING EMPATHETIC
Finding frustration points
After conversing and
studying experiences of 4 vendors.
Local Market Vendors
- Have to visit and collect stocks from the wholesale market early in the morning before opening the shutter. They experience inconvenience while waking up early in the morning and going to a place like a wholesale market which is unsafe.
- Constantly supervising and checking about which product is in demand or running low in stock.
- Many times, when they don't have stocks of some FMCG or demanding product, they experience an awkward situation with their loyal and regular customers. They worry about losing that trustful bond as they were unable to provide them with the product or service to their customers.
- They can't do anything but serve quickly to the long queue, which provokes this fear of low customer satisfaction and dropout rate.
- Sometimes, they encounter customers from those long queue - whose demands can't be fulfilled by the store. Perhaps because of the lack of stocks or sometimes not being a store selling expected products.
After conversing with 2 regular assistant in a "kirana" shop and 1 part-time
delivery-person.
The Assistant/Delivery Person
- Assistants and Delivery persons working at local stores are usually local students or contract-based individuals - who wanted to work for an extra penny. This makes them feel disconnected from the shop owner, resulting in less motivation and efficiency towards work.
- Newly hired assistants find themselves incapable of handling the shop with or without the shop owner. They find difficulties in noting stocks, finding products, recognising regular customers and doing the transactions.
- They hate working past the working timings. Apart from festivals and occasions, the workload is usually high on regular days too.
After conversing with
2 regular customers and
2 new customers in the market.
What is worsening the experience?
:(
Hey. This project is ongoing.
Giving it some final touches.
Stay Tuned
