Conducting competitive research to inform goal-driven custom tech stack roadmap for retail tool ecosystems

interviews + synthesis & analysis + roadmap considerations

We interviewed 19 competitors and best-in-class retailers to understand how customized tech ecosystems enhance internal employee experiences and impact end-users. The goal was to analyze retail tools ecosystems to inform a technology roadmap, addressing current pain points and aligning with employee and customer expectations, as well as trends in digital and physical experiences.

Client
Telecommunications provider

Collaborators

  • Retail store research team

  • Competitor employees (mostly sales associates)

Data + employee + customer experiences converge to shape a retail experience where customers and employees enjoy seamless omnichannel interactions enhanced by data-driven personalization, immersive experiences, and frictionless transactions, nurturing strong brand connections and loyalty.

We focused on analyzing the strengths and weaknesses of competitors to turn insights into actionable strategies for a telecommunications brand.

We provided key considerations for building a future roadmap, ensuring that both employee and customer needs were at the forefront of the decision-making process.

Research