Hosted by retail strategist Melissa Gonzalez, Retail Refined is designed for retail leaders and retail lovers alike. The Retail Refined podcast explores the in-store technology of the future, challenge the industry’s preconceived notions, and sit down with retail’s biggest names to understand the brand strategies that will define the next decade in retail. Guests to date have included Intel, Salesforce, eShopWorld, Impinj and more.
In the wake of yet another challenging year for our firm, our industry, and our world, we’d like to take a moment to celebrate the incredible accomplishments and achievements of our dedicated team. As we enter 2022—a journey toward both unlimited opportunities and possibilities unknown—we’re thrilled to recognize this dedication, resilience, and passion with the promotion of one hundred MG2 employees across our global offices.
Amongst our leadership, we’re excited to welcome four new Principals—Shannon Suess, Terry Odle, Mai-Lee Lam, and Mat Yeung—four new Associate Principals—Barbara Granados-Saldana, Amy Hart, Cheryl Usnick, and Ta-Ren Chyn—as well as two new Shareholders—Janelle Schneider and Jooyeol Oh.
See Terry’s promotion announcement in the Los Angeles Business Journal →
Beyond leadership, it is an honor and a privilege to nurture the careers of, recognize, and promote dozens of MG2 associates across every department, market, and level. There are no minor roles here; we would not be the firm we are today without all of our employees’ incredible talent and perseverance. We are grateful to have extraordinary individuals helping define and deliver a boundless future for MG2 and our clients, bringing your best to everything you do, and making our firm such a special place to be.
This post was originally written for & published by The Lionesque Group.
__________
In late January, our team had the pleasure of attending NRF’s annual Big Show conference in New York, where I had the honor of leading a captivating panel discussion about the future of the industry. With so much changing in retail over the past two years it was a welcome opportunity to connect with brands and experts in person and hear about their innovative approaches toward keeping up with consumer expectations and demands.
Here are our top five takeaways from what’s important for retailers, brands, and designers to keep at the forefront as they bring future generations of digital and physical consumer experiences to life:
As consumers continue to evolve how they shop, blurring the point-of-sale lines across digital and physical spaces, brands need the ability to continually and fluidly advance their offering. Any instance of friction during the payment process can kill the purchase. Unearthing and implementing streamlined methods of putting payment in the hands of consumers and/or in-store associates is essential.
When it comes to in-store layouts, art meets science. We have more access to data and insights today than ever before, highlighting customer patterns, capturing interactions with store associates, and illuminating friction points. This data is vital to informing agile design strategies, which need to morph alongside the customer. Industry partnerships, like the one announced between The Lionesque Group and Pathr.AI, will be key to defining and strengthening the future of consumer/brand relationships.
To truly be successful, store associates require information to be at their fingertips, both for back-of-house and consumer-facing interactions. Instant visibility as to what’s on the floor, what’s in the back, and what’s available at another store’s location isn’t just an expectation of today’s customer, it’s necessary to embolden the prospects of a sale and fortify brand loyalty.
Consistent with The Lionesque Group’s recent industry survey findings, every moment a store associate has real-time visibility into the full scope of their inventory adds up to millions of dollars saved by the retailer. Using technology to empower associates with this knowledge bolsters store efficiency, optimizes productivity, and streamlines delivery performance.
Whether they’re standing in a store, browsing online, interacting with social media, or playing in the metaverse, consumers want and expect a congruent, simplified “click-to-buy” experience that’s seamless across every presence of a brand.
They’re seeking an “all-of-the-above” optionality that is as fluid as they need it to be in the moment, and this agility is critical as we think about designing the store of tomorrow. Digital integration will need to empower both store associates and the consumer to be able to move interchangeably when visiting different brick and mortar locations so they have the options, access, and efficiency they desire.
Consumers speak with their wallets, and more and more their love language is shifting toward an expectation in transparency, sincerity, and sustainable practices from the brands they support. This further includes retailers being net-positive to the environment, as well as striving for social and community equities.
The real onus, however, is on the full ecosystem coming together to truly make a difference consumers can see and resonate with. Brands and retailers need to own and optimize their supply chain, making it more accessible from a cost and candor standpoint for consumers.
One of the lessons shared by Saskia van Gendt of Rothy’s was a profound sense of understanding of the brand’s own role in the process. “If you own the supply chain,” he notes, “you can truly impact things. For example, you can set up for on-demand manufacturing so as not to leave waste.”
The metaverse—the industry’s newest buzzword—holds the promise of and capacity to meld physical retail with mixed reality experiences. However, we’re already years into this convergence of digital and brick-and-mortar, with offerings like virtual endless aisles that consumers can browse for hours, just as they might window shop in-store.
Innovative technology has, and continues to fuel the future of retail data collection and analysis, powering responsive IoT connectivity via RFID, sensors, digital displays, and products that ignite an overlay of immersive media. The digital/physical overlap will only continue to grow.
__________
Reach out to our team to learn more about how we’re helping define the future of brick-and-mortar retail for brands.
Pathr.ai, the industry’s first and only Artificial Intelligence (AI) powered Spatial Intelligence platform, announced today it has partnered with The Lionesque Group, an award-winning experiential retail strategy and design studio, and its parent company, MG2 公司, a global design and architecture firm, to bring real-time analytics to pop-up shops. Using Pathr.ai’s cutting-edge spatial intelligence technology, brands and retailers will now be empowered to utilize their pop-up store to gain actionable insights to drive business outcomes and deliver improved customer experiences.
In our constant curiosity and investigation of consumer behaviors and expectations, we utilize data insights to help uncover and validate where we can deliver true points of gratification within the customer journey. Here is a snapshot of key takeaways from our latest consumer survey. Our full deck with all our insights is available for download at the bottom of this preview.
As consumers adjust to their hybrid worlds and the merging of digital and physical deepens, we take a look how consumer behaviors, needs, and expectations impact “the role of the store.” In this survey, we investigate the utility technology plays, the inherit value it brings us and how that can inform opportunities for physical retail environments.
Kathy Kuo Home is a boutique home furnishings brand that offers modern and classic home decor for all interior design needs. With a robust and loyal online following, Kathy Kuo Home sought to create its first permanent flagship location with the assistance of MG2 / The Lionesque Group. In addition to curating in an inviting, laid-back, dog-friendly space where customers can immerse themselves in possibilities, Kathy Kuo and her team also wanted to bring their online design center, full digital catalog, and tailored consultation offering to their clients in the heart of Southampton, New York.
The resulting experience is one that perfectly embodies the brand’s high-end offerings, seamlessly weaving together the delight of in-person discovery with the ease of digital retail technology and expert design consultation.
Within just 4,000 SF of retail space, the Kathy Kuo Home flagship uses vignette scenes to feature a hand-selected assortment of the brand’s best-selling products, including indoor and outdoor furniture, décor, and lighting in a range of styles. The store also houses a design resource center for KKH designers to work one-on-one with clients in-person to design their home, and will further serve as a destination for curated events hosted in-store.
Transcending an environment that feels like Kuo’s own Hampton home, it’s an experience that successfully welcomes everyone in the space, encouraging exploration and fueling inspiration.
“Interacting with our customers has always been a top priority for the brand, and there’s no better way to do this than in person.” said Kuo in an interview with Forbes just prior to the store’s grand opening, “We’ve seen continued success through investing in our relationships by providing our high-touch services online and now will have the opportunity for continued growth. Having a physical location will allow us to connect with and serve more customers and clients than ever before, aiding in our brand mission to help as many people as possible love where they live.”
Since opening doors, Kathy Kuo Home’s flagship store has been featured in Architectural Digest, Insider Trends, Modern Luxury, and Business of Home.
It was also awarded the honor of House Beautiful’s 2021 Best Home Stores in America Right Now.
To generate awareness and sales for the first exclusive launch of Packer Shoes x Asics and Mitchell & Ness capsule collections.
Packer Shoes contracted MG2 for their 4th Pop-Up Store in NYC. With the goal of capturing U.S. Open-based media and foot traffic, MG2 secured Vanderbilt Hall at Grand Central Station and was the lead project management team for the #GAMESETMATCH activation.
Located at the pinnacle of passerby traveling from NYC to Arthur Ashe stadium, the 3-day pop-up captured thousands of visitors daily and was featured in major industry publications including SneakerNews, HypeBeast, Sole Collector, and more.
To promote the release of the second season of Prime Original show The Marvelous Mrs. Maisel, the iconic Carnegie Deli was brought back to life through a pop-up deli experience that transported visitors back to the era of the TV series, with everything from décor, to pricing, to the menu, reflecting 1950’s New York City as depicted in The Marvelous Mrs. Maisel, making it a fully immersive and highly photographable experience.
Tool of North America hired MG2 as their full-service partner to design and render, as well as source and manage, the production of the immersive environment for the pop-up, with a2zrestaurant as the operational partner.
The pop-up deli experience was an extraordinary success, it served 11,000 people and had a waiting list of 8,000. The pop-up garnered 280 pieces of press coverage including Buzzfeed, Forbes, Vogue, Eater, USA Today, and 10 broadcast segments, with a social media reach of 45 million.
2019 One Show Awards Finalist for Experiential Design and Indoor Spaces
Brand Awareness and education for ManiMatch the app that lets you virtually paint on nail polish. (Using augmented reality technology, the app allows you to digitally test drive over 200 different Sally Hansen shades!)
MG2 was tapped by Sally Hansen’s digital agency, CULT LDN, to be the partner production agency for the pop-up nail bar. We partnered to source the location, design 3D renderings, oversee production build, and source store staff.
Over the 3-day pop-up had over 2,500 visitors, drove over 19 million social media impressions, and was cited as a “Genius App” by Teen Vogue and “Best Way to Shop” by Mashable.
Evaluating and identifying the turnkey operational strategy in relation to data driven technology and brand curation while further solidifying goals of the overarching retail experience at the property.
MG2 worked closely with the Steiner + Associates team to ensure the turn-key program would be a success. MG2 provided guidance on needed IT infrastructure to support technology integration(s) and evaluated and ensured the design technology investments aligned with Easton Town Center customer DNA as well as met the needs of target brands and retailers. MG2 also strategized a comprehensive staffing and operational plan and consulted on the pricing structure and needed tenant amenities to establish a positive NOI.
ShopLAB is a lower risk solution for the retailers, allowing them to test their performance at Easton Town Center while they measure customer capture potential and the online halo effect of the brick-and-mortar location. The program places a strong emphasis on local Ohio brands, unique gifts and concepts, experiential retailers looking to test out the Columbus market as a future long-term investment.
When Tempo—an industry leader in the burgeoning world of home fitness—sought to expand its connection with consumers by branching out into the physical retail market, they partnered with MG2 / The Lionesque Group on a holistic approach toward the strategy, design, and build-out of new stand-alone stores.
Applying the data and learning from its partnership retail spaces, Tempo sought a retail offering that goes beyond demoing its products and services. A unique customer journey steeped in education and daily possibilities as part of the Tempo community was carefully curated, showcasing the potential for a healthier, fuller lifestyle, fueled by the strength derived from the brand’s offering. Featuring inspiration from coaches and the company’s founder himself, Tempo’s brick-and-mortar story helps consumers envision a marriage of activities in the real world—rock climbing, surfing, hiking, and more—and your wellness partner at home.
In addition to a comprehensive approach toward strategy, design, and build-out of stores, designers partnered with Tempo on an alignment of KPIs for its new retail spaces. A series of market studies helped the teams determine the right square footage and cities for pilot stores, while simultaneously partnering on and driving everything from concept development, retail strategy plan, and budget assessments, to design fit and project management.
With doors opening in Manhattan and Bellevue, Washington on time for the holiday season, Tempo is primed to properly analyze and optimize its brick-and-mortar retail strategies, while fully immersing home fitness enthusiasts in what’s possible as part of their unique community.
Ranked 5th in the top 100 best companies to work for in Washington state.
MG2s mantra is people make place. The 50-year-old firm has a robust DEI initiative with a five-year timeline that involves all staffers. It emphasizes sustainable design practices and invests in staff development through leadership training, coaching programs and free LinkedIn Learning courses. Staff events include happy hours, movie nights, ping-pong tournaments and Mariners games.
The U.S. has seen several retailers across the country forced to close their brick-and-mortar stores amid the rise of e-commerce over the past few years. However, we are in the midst of a brick-and-mortar boom, with retailers expected to open more stores this year than they close, for the first time since 2017, according to an analysis of more than 900 chains by IHL Group, a research and advisory company. At the same time, the e-commerce businesses of retailers have become more dependent on physical stores to fulfill orders, especially during the holiday shopping season. Lionesque Group CEO Melissa Gonzalez joins Cheddar News’ Closing Bell to discuss.
建筑师兼 AIA 2030 创始人 Edward Mazria 曾说过：“当我们试图解决一个棘手的问题时，我们往往会急于求成，但在这种情况下，简单才是王道。更好的建筑、负责任的能源使用和可再生能源的选择，才是我们应对能源独立和气候变化所需的一切。”
直截了当、负责任的设计一直是 MG2 战略和理念的核心，我们始终将可持续的原则和应用融入到我们的每一个项目中。我们的三大可持续发展价值观——环境管理、目标效率和恢复性措施——既体现了公司创立之初的现状，也反映了我们未来的发展目标。MG2 一直致力于不断提升设计标准，不断改进，以达到并超越可持续认证和基准。
MG2 总裁 Russ Hazzard 表示：“我们一直在审查我们的规范，寻找机会向客户推荐可持续产品和方法，在我们刚开始时，这些只是从地点和‘对环境更好’的角度来看的更好的选择。”
如今，这些可持续供应商和材料推荐不仅带来便利，更是我们DNA和设计流程中不可或缺的一部分。因此，曾经可能不愿接受替代方案的客户如今将我们视为专家和倡导者，我们拥有合适的解决方案，能够帮助他们走上更可持续的未来之路。
作为建筑环境的建筑师和设计师，我们所做的每一件事、我们承接的每一个项目，其意义都是显而易见的。AIA 的 2030 挑战概述了承诺公司必须努力实现的两个具体目标：
“减少温室气体排放是整个行业本世纪面临的挑战。”MG2 建筑性能分析师 Johnny Klemke 表示，“我们如何在不断建造更多建筑的同时，减少对自然环境的影响？这正是 MG2 正在努力解决的问题。通过帮助各团队找到更高效、碳排放更低的设计方案，我们也向客户证明了可持续性并不一定成为项目的成本负担。”
通过帮助团队为他们的设计提出更高效、碳排放更少的解决方案，我们向客户表明可持续性不必成为成本负担。
建筑性能分析师 Johnny Klemke
“我们最大的障碍是让整个行业与我们一起努力，”MG2 的设计师 Jon Guerechit 说道，他负责领导我们的运营能源计划，“一个好处是，无可争议的数据让我们更容易说服客户，一项节省成本的措施可以 还 服务环境。但数据并不总是对我们有利。拥抱环境守护者的心态更加困难，因为它迫使利益相关者以不同的思维方式投资于长远的未来。我们正在全力倡导这种心态。
今天，随着我们继续评估和发展公司的可持续发展行动计划，我们致力于超越友邦保险 2030 年挑战所概述的目标，增加我们自己的两个目标:
从改善室内空气质量到减少建筑垃圾，我们的建筑师和设计师指定的材料至关重要。我们的选择代表着改善地球及其居民健康的巨大机遇。
除了自豪地签署 AIA 材料承诺之外，MG2 还创建了我们自己严格的材料评估系统。我们的专家采用红绿灯结构，对我们使用的每一家供应商、产品和材料进行分析和排名，以确保我们尽可能地遵守最高的可持续发展标准，共创更美好的未来。
PCC社区超市——美国最大的食品杂货合作社——多年来一直与 MG2 合作，致力于改进其门店的材料，并争取获得 LBC Petal 认证。其巴拉德门店是全球首家获得该认证的食品杂货合作社，其超过 40% 的材料（略低于 $1.4M）均来自可持续来源，其中 9.2% 的材料来自 100 英里以内。此外，该店 100% 的木材获得 FSC 认证，其中 10% 的材料经过回收或再利用。
“有一种误解，认为我们需要追求绿色建筑认证来推动可持续材料的使用，或者我们必须 仅有的 使用可持续材料来改变世界。这两种说法都不正确。
Candon Michelle Murphy，材料专家
MG2 的数据驱动材料系统带来了丰富的知识和洞察力，但持续的教育以克服误解并帮助我们的客户和合作伙伴了解财务和环境投资仍然至关重要。
“选择可持续材料的最大挑战是对其相关成本的误解。”MG2 的材料管理员 Candon Michelle Murphy 提到，“如果要选择可持续材料，市场上确实有一些特定类别的材料需要很高的成本，但也有相当多的材料类别不需要或只需支付很少的费用，就能实现更加环保的最终安装。
“还有一种误解，认为我们需要追求绿色建筑认证才能推动可持续和健康的材料，或者认为我们只有采用可持续材料才能改变世界。然而，这两种说法都不正确：任何能够减少隐含碳排放、减少室内空间挥发性有机化合物 (VOC) 排放量、实现材料回收或避免填埋的选择，仍然具有重要意义。”
水是地球上最宝贵的资源之一。虽然我们许多人在日常生活中将清洁新鲜的水视为理所当然，但在水资源匮乏的地区建造建筑环境的建筑师们，始终将水的保护、减少和可回收性放在首位。
MG2 的节水目标（我们的第四个也是最雄心勃勃的可持续发展计划）是到 2030 年底，在我们的每一个项目中，将马桶和水龙头等设备的室内用水量减少 30% 至 45%，将园林绿化和灌溉中的室外饮用水消耗量减少 50%。
“在我们的项目中，减少用水量有几十个原因，其中很重要的一点是，这样可以降低从当地水源取水量，”MG2 水资源保护目标设计师兼联合负责人 Maribel Barba 说道，“这使我们能够更好地与当地环境协调，增加所有人的可用水量，并改善社区关系。”
虽然我们的节水目标对 MG2 的许多客户来说可能比较陌生，但有些客户多年来一直致力于在其建筑环境中率先采用创新技术和节水策略。例如，长期合作伙伴 Costco 多年来一直与 MG2 合作，在其位于墨西哥和美国西南部的仓库中实施节水方案，这项计划使其每年节水量达到 20%。
这家批发巨头最近在其圣达菲门店，向节水的未来迈出了更重要的一步。圣达菲门店拥有独一无二的绿色屋顶，作为墨西哥公园的自然延伸，并采用了多项节水技术，包括利用再生水的厕所和景观灌溉系统，以及公园湖的雨水收集系统。根据基准数据，安装的卫生间设备用水量减少了50%。
“即使节水流程已经实施多年，我认为企业要让合作伙伴接受这一理念仍然颇具挑战性。”MG2节水目标设计师兼联合负责人克里斯蒂安·拉佐 (Christian Razo) 表示，“许多人并没有意识到可以节约多少水，甚至不知道不节水的后果。我们竭尽全力让每一位客户了解实施这些流程的益处，包括知道自己所做的事正在造福子孙后代所带来的满足感。”
我们在可持续设计实践方面取得了长足进步，并为众多项目和合作伙伴所取得的成绩感到无比自豪。但事实上，MG2 才刚刚起步。
“当我们着手创建 MG2 的可持续发展正式框架时，我们知道它需要引起所有员工的共鸣，并融入公司的文化。”MG2 可持续发展负责人马克·泰勒 (Mark Taylor) 表示，“我们以数据为导向的方法直接体现了公司以结果为导向的本质，并将成为我们继续前进的成功支柱。”
详细了解我们对地球未来的卓越承诺，请访问我们的 AIA 2030承诺可持续发展行动计划， 或通过 联系我们的可持续发展团队.
本文最初发表于 i+s 2021年10月8日。
__________
随着人们不断讨论建筑环境的清洁度，人们大力推动添加任何可以抑制病毒传播的物质。“抗菌”一词近来似乎成了一个热门词，您的客户可能也问过您，市面上有哪些产品具有这种特性。
让我们来分析一下，作为一名设计师，在工作中应该注意什么，以及应该警惕什么。 建筑环境中的健康.
产品抗菌有两种方式。首先，有些产品本身就具有抗菌特性，这意味着它们的表面不会滋生细菌。你可能听说过铜就具有这种特性，这在同类产品中并不常见，因为它独特的氧化过程实际上可以杀死细菌。但对于大多数产品而言，这意味着产品表面非常光滑且无孔，细菌没有机会生长。
第二种定义抗菌产品的方式是将某些类别的化学物质整合到产品中或以涂层的形式添加到产品中。尽管这类产品已在市场上销售多年，但疫情期间，它们的广告宣传和具有这些特性的新产品的激增却愈演愈烈。
尽管这些产品已经面世，但近20年来，科学界一直对此深感担忧。一项研究发现， CDC 在 2003 年表示, “没有证据表明产品中的抗菌药物可以预防医院环境中的疾病。”此外， 2016年学习 指出“FDA 禁止在非处方消费者消毒洗涤产品中使用 19 种抗菌成分，包括三氯生和三氯卡班，理由是没有足够证据证明这些成分长期日常使用是安全的，并且可以减少疾病和感染的传播。”尽管这一特定产品类别已被禁止，但其中许多化学物质仍在其他产品中被大量使用，并且有类似的宣传。
但除了这些虚假宣传之外，还有一个更深层次的担忧：有相当多的证据表明，抗菌药物不仅无效，而且这些产品中使用的化学物质弊大于利。
[有关的： 如何指定医疗保健的可清洁表面]
2015 年 12 月，这家健康巨头表示，担心接触有毒化学物质和耐药细菌的威胁， 凯撒医疗集团被禁止 禁止在医院和其他建筑物中使用“15种特定的抗菌化学品，因为它们对人类和环境都具有毒性”。此后不久，由200多名科学家和医学专业人士组成的联盟发布了《佛罗伦萨声明》，详细列出了人们对这些化学品的各种担忧，包括但不限于其毒性、生物累积性和持久性。
研究显示，最常见的抗菌剂三氯生和三氯卡班在人体和动物试验中均具有致癌性和内分泌干扰物。此外，这两种化学物质都不会随时间分解，并且在世界各地的尿液、母乳和海洋生物中均被检测到。其他常用的抗菌化学物质会导致微生物耐药性，是已知的过敏原和皮肤刺激物，并对呼吸系统、神经系统、免疫系统、生殖系统和发育产生不良影响。
许多产品制造商会向你保证，其抗菌添加剂不会对环境或居住空间的人类造成危害。但事实是，涂层最终会在空气中或人的皮肤上磨损；产品会剥落并转化为空气污染物；物品最终会在垃圾填埋场结束其使用寿命，并渗入周围的生态系统。
尽管所有证据都支持避免使用这些添加剂，但我们仍然有许多客户和业主要求使用这些产品。作为设计师，我们的职责是提供最佳解决方案，因此我们有责任在维护健康的同时，倡导减少建筑环境的危害。以下是一些您可以与客户讨论抗菌剂和替代解决方案的方法。
1. 让您自己、您的同事和您的客户了解抗菌化学品的有害影响。 绿色科学政策研究所 拥有丰富的资源，可帮助您了解并向他人提供信息。倾听客户的偏好，并向他们提供信息，帮助他们做出明智的决定。
2. 有些抗菌产品不含任何令人担忧的化学物质。务必询问这些产品的具体抗菌特性，并与来自可靠来源的现有信息进行交叉比对。列出这些产品的清单，作为替代解决方案提供给客户。
3. 了解客户的清洁程序，并选择易于清洁的饰面。准备好清洁说明，指导如何清洁物品。
4. 像医疗保健设计师一样思考，在每个空间中融入高度易清洁的设计。考虑对可能滋生细菌的室内角落进行细致的修饰，或使用可漂白的纺织品。专注于打造易于清洁的空间，而不是依赖那些可能有效也可能无效的方案。
5. 最重要的是，积累我们之前提到的那些固有抗菌材料的知识。市面上可用的抗菌材料比你想象的要多，以下是一个简短但并非详尽的清单，供你参考：
说实话，鉴于这种病毒以及我们一生中将要面对的其他病毒，没有什么神奇的方法能够提供一个没有细菌和病毒的空间。对抗细菌传播最有效的方法是谨慎行事，通过一切可用的方式减少接触，并进行适当的清洁和消毒。
PCC Community Markets (PCC), the largest community-owned food market in the United States, has received Living Building Challenge (LBC) Petal Certification for its West Seattle and Bellevue, Wash., cooperative locations. The stores join PCC’s Ballard location, the first grocery store to receive this recognition, in meeting what are considered the world’s most rigorous green-building standards to earn the LBC Materials, Place and Beauty Petals from the International Living Future Institute (ILFI).
Last week we had the pleasure of attending and speaking at Groceryshop 2021 in Las Vegas. One of our first live events in a while, the energy was palpable and the innovations were flowing. It was an absolute joy to connect with so many and share the results of our recent grocery industry survey. If you haven’t yet, you can get your copy of our 2021 Grocery Consumer Survey Insights here.
With so much changing for grocery over the past two years, it’s seemingly impossible to keep up with consumer expectations and demands. However, here are our top five takeaways from what’s important for experience designers to keep in mind as they continue to bring future generations of grocery retail to life:
With such a significant shift to online and digital platforms, the in-store grocery experience has a bigger job to do in order to deliver upon surprise and delight. This ties into our survey results, which document consumer’s desire for discovery while in-store.
Delight is the thoughtful touches and speed bumps along the way that foster education and discovery, and are embedded into environments designed to be “in service” of their customers. These could be temporary experiential moments—like what Lionesque Group CEO Melissa Gonzalez presented on stage about Jarlsberg or the Peanut Butter Association—or permanently designed experiences.
As digital and physical continue to merge, progressive grocers are seeing themselves as media platforms as much as grocers. In the name of inclusion and accessibility, it’s important for brands to make themselves available across all channels for all consumers. With online adoption, there is also a larger opportunity to leverage data and utilize the insights to deliver more personalized content to consumers.
For example, curated recipes, tailored nutrition plans, or even entire stores and brand philosophies dedicated to nutritional health and wellness, beyond what we typically see on a shelf. Raley’s O-N-E stores are a great example. Additionally, as we have seen in our work with Target, some are taking a more holistic approach to the curation of products around life occasions. This approach is also offering CPG brands the opportunity to gain mind share as well as increase their profitability.
We all know consumer necessity fuels implementation as well as the adoption of technology. AI is seeing more prioritization to inform store teams on recommendations for merchandising, store layout, and more. Convenience and saving time are top priorities for consumers and they want tools that enable this.
For example, Kroger and Instacart—which announced 30 minute delivery to your door—are utilizing AI to better understand demand and forecasting, as well as help with planning. They’re partnering with companies like Anuit.AI to help expand offerings, SKU count availability, and ensure the freshness of groceries. Order accuracy is also a huge focus for grocers, becoming both an issue and an opportunity for building customer satisfaction and confidence. Progressive retailers are looking at systems to improve upon predicting outages and substitutions to better improve this metric.
More unexpected partnerships that enable convenience are on the horizon well, such as what Albertson’s announced with DoubleDash in partnership with restaurants. The use of voice is also seen as an underutilized opportunity that is gaining consideration, and we see a rise in successful grocers that are empowering the in-store associate with data.
In the argument to build more in-store experiences, proximity is still a motivator for consumers. Bloomberg cited that, as an established grocer, building more stores to increase consumer proximity is a tested and validated means to not only grow brick-and-mortar sales, but online sales as well. A store close to home is still seen as valuable even if the preferred channel is online delivery, and the cost of consumer preference is worth the price for multi-channel success.
Local is also important when it comes to products that are carried on shelves. Local, which is perceived as more sustainable than other products, including organic ones, offers the often true consumer perception that goods have not traveled as far, and therefore are both fresher and have a smaller carbon footprint. It’s a motivator for consumer decision-making and retailers are reviewing ways to surface suppliers, makers, and growers who are already in their supply chain.
It’s more important than ever that brands are standing behind a purpose, in addition to the products they sell. In order to garner customer loyalty, customers want to know you stand behind them, behind your staff, and behind your values.
Giving back to the local community—another growing trend in grocer brand promises—is favored 42% by Gen Z and Millennial consumers. Only 38% of consumers polled thought their grocer was giving back to the community.
A commitment to sustainability (action, not just words), a diverse selection of products, and inclusive accessibility are all at the top of the list when it comes to what consumers today are valuing from their grocers.
__________
Want to learn more? Find out what consumers expect from their grocers, both now and in the future, with our 2021 Grocery Consumer Insights Report.
In our constant curiosity and investigation of consumer behaviors and expectations, we utilize data insights to help uncover and validate where we can deliver true points of gratification within the customer journey. Here is a snapshot of key takeaways from our latest consumer survey. Our full deck with all our insights is available for download at the bottom of this preview.
The dynamic of modern grocery is kaleidoscopic, with its definition and experience being driven by today’s consumers and our ever-changing world. How can we create a holistic and accessible experience?
Since 2005, Brilliant Earth has offered the world ethically sourced, award-winning fine jewelry through its elevated web-based platform and personalized appointment-only showrooms. When the digitally-native company sought to expand its brick-and-mortar portfolio with open retail spaces, they partnered with MG2 to seamlessly translate the spirit of their digital brand and unique offerings into a real-world experience.
Like its jewelry, the retail design and rollout program for Brilliant Earth’s new showrooms was curated with thoughtful craftsmanship in every production phase. Previously, all the brand’s in-person experiences were appointment-only, with most of their spaces hidden away from window-shopping consumers on the upper floors of retail centers.
Utilizing a light, luminous, bright, and warm palette that reflected its online presence, MG2 designers brought an approachable luxury to Brilliant Earth’s new showroom experience. This new iteration of the store—the first of its kind for Brilliant Earth—brings an inviting, interactive, and educational retail experience into the brand’s program, diversifying its real estate potential with more premium, ground-level spaces, increasing awareness and engagement.
From planning to fixture design, the team boldly broke many industry barriers often seen in jewelry, such as the traditional horseshoe-shaped counters that often act as barriers.
Instead, in a direct reflection of the brand’s unique educational approach to the diamond shopping experience, MG2 designed a fixture package program that flexes and scales with each new space; a customizable kit-of-parts that can fit any format.
An entry kiosk once used to check customers in for their appointments evolved into a multi-functional digital tool. Now used to assist shoppers in industry and diamond education, the sizing of rings, and the check-out process, it’s a feature that further underlines the seamless integration of Brilliant Earth’s digital and physical offerings.
Caseline throughout the store is designed like furniture; display cases float lightly in the space, while round consultation tables equalize the service experience. This highly customized design and rollout program was achieved without raising the cost of construction for Brilliant Earth.
The Brooklyn location of Brilliant Earth represents a step forward for the brand while still adhering to the same kit of parts utilized in their other showrooms. Its unique building in Williamsburg features a vaulted ceiling and exposed brick, giving the space a larger and more roomy feel. This has granted merchandising room to grow, expanding the brand’s retail offering with six cases, an additional appointment station, and a more retail-focused reception area. With an emphasis on showcasing its fine jewelry products, this evolution in Brilliant Earth’s showroom design successfully balances its minimalist roots with an elevated, flexible retail agenda.
Similarly distinctive in its design hurdles and opportunities, Brilliant Earth’s King of Prussia showroom location—situated within a mall with limited egress and no natural light—presented unique challenges for the team to overcome. To bring the space to life, designers reprioritized the showroom’s configuration, eliminating the need for glazing, and added greater visual impact by utilizing large format graphics, wall casework, and incorporating merchandising above the cases. The warm and inviting retail story is solidified through the incorporation of recessed lighting, plush sofa seating, and education-centric pedestals at the front of the space.
The showroom’s private appointment stations were strategically relocated to the back of the space, providing guests with greater privacy while maximizing the overall flexibility of the design. By utilizing the same kit of parts as its other showrooms while adding new elements that reflect the brand, designers ensured that Brilliant Earth’s iconic bright and light personality prevailed within the confines of the darkened shopping center.
With each showroom brought to life across the country, this global leader in ethically sourced fine jewelry continues to seamlessly preserve its online identity while defining new retail experiences for its consumers, each with its own unique flair.
社区驱动的设计
华盛顿联邦银行是太平洋西北地区社区的基石，是美国最大的银行机构之一，在八个州拥有 235 家分行。结合他们的品牌更新和向 WaFd 银行的过渡，该企业试图重新定位其西雅图旗舰店的内部和外部，创造一种体验和环境，重新设置品牌及其公司总部。设计团队通力合作，为银行客户和整个西雅图社区带来了一个现代、令人难忘的目的地。
照亮地标
最初设计和建造于 1980 年代的 WaFd 空间位于西雅图市中心 5th 和 Pike 的历史交汇处，当它消失在外面的树木后面时，路人几乎看不到它。团队试图“赋予角落权力”，精心策划适应性再利用工作，同时尽可能多地保留原始 40 年历史的石材外观。
MG2 的团队通过一系列设计创新实现了这一壮举：将入口移至更显眼、更吸引人的位置，我们用充满活力、安全的 ATM 体验取代了空出的位置。重新编程由焕然一新和照明的外立面与基础设计相辅相成，平衡了大胆、诱人的数字标牌和传统的建筑光芒。天篷——现在是透明的——已经被照亮和提升，使社区更容易接近空间。最后，新的窗户和玻璃窗提高了内部引人入胜的品牌的知名度。这些组件和谐地结合在一起，通过一个新的入口前厅将街景拉向内，欢迎顾客和路人。
高级本地化
数字优先的寻路和品牌元素是定制的，以突出 WaFd 的新技术前沿战略。它创建了内容区，热烈庆祝从西雅图城市文化到当地运动队的一切，与银行的观众建立联系，并展示他们最重要的服务和功能。
与技术方法相辅相成的是一个平易近人、以社区为中心的金融机构的经典风格：金色和青铜元素与温暖的胡桃木、草绿色布覆盖物和耐用的以品牌为中心的饰面相结合，为原本中性的空间注入色彩和活力。这些功能很容易随着 WaFd 新实施的身份而变化。
编程，协调
礼宾台使空间现代化，将其带入一个新时代，同时仍然拥抱建筑的优雅和永恒的渗透。它促进了整个大堂的自然循环和客户服务点。与空间设计同步的是一个创新的以用户为中心的银行流程，它创造了新的、灵活的、友好的连接方式。 WaFd 以款待为导向的计划经过战略性设计，旨在让银行员工和客户通过柜员互动、贷款预约以及半私人或私人会议实现共生流动。
大堂进一步展示了深邃的阴影、深色木墙和代表华盛顿自然标志的石材饰面，将您的目光吸引到空间后面的电梯墙上。到处都是壁龛和精致的橱柜，为礼宾、衣帽间和可伸缩的银行格栅提供存储空间。
组合的汇合
最初由四个独立的封闭区域组成——银行分行、大堂、走廊和零售店——WaFd 被重新设计成为一个统一的空间。这种体验提供了优化的交通流量，让顾客可以从银行空间自然地循环到毗邻的新星巴克。国际知名的咖啡品牌与我们的设计师进行了罕见的合作，将 WaFd 当代室内设计的大胆主题融入其零售主题中，延伸至 WaFd 及其客户可以使用的隐蔽会议室空间。这些元素与受委托的当地艺术品、固定装置和家具相结合，将城市社区和自然景观完美融合。
从简单的银行分行重新聚焦到一个复杂的、具有多种交通模式、小插曲空间和难忘时刻的设计前瞻项目，结果是一种现代、透明和热情的体验，位于亲切的款待和进步的微妙交汇处银行业。
MG2 / The Lionesque Group partnered with GGP to create a place where digitally native brands could test physical retail in a complete turnkey solution. Technologically driven, the project included RFID “Wishlist” key with analytic tracking and enabled the education of customers about their brand story and unique product offerings.
The team fully developed the program and space from the ground up, including creating all branded aspects of the store, curating brands, developing a monthly membership program, design and production of the space, operational management, and ongoing marketing & in-store event strategies.
Offering an experience that garnered 4,156 shares and over 11M impressions, a total of 15 e-commerce brands were showcased in the first chapter of IRL, with 80% viable for long-term tenancy. The innovative concept drew attention from local and national media including articles in Chicago Tribune, Glossy, WWD, Design:Retail, among others.
The Citizenry Bunkhouse is filled with handcrafted home goods from their various collections aimed at celebrating countries around the world. Located on Bleecker Street in the West Village, the pop-up gives customers the chance to shop the curated collection in person and meet the team. The objectives were to grow overall brand awareness, learn about customers, and test the viability of a permanent retail store in NYC.
MG2 / The Lionesque Group worked in partnership with The Citizenry team to evaluate and concept the optimal flow and overall store layout. Deliverables included: inspiration for key in-store moments such as the Pampas window story, fireplace moment and patio scene, as well as budget assessment sourcing and oversight for store build-out production.
在成功的22天弹出窗口后，在纽约市场出现了强劲的人流，销售量以及品牌知名度的增长，The Citizenry延长了他们在West Village的逗留时间。在弹出窗口期间，他们获得了包括《建筑文摘》和《美丽的房子》在内的主要媒体的媒体报道。
As a way to test the brick-and-mortar retail environment, The RealReal hired MG2 / The Lionesque Group as their pop-up design and strategy partner to launch a two-week holiday store in Soho, NYC. The objectives were to increase brand awareness, generate sales and test the viability of a permanent brick-and-mortar retail store.
The team provided location and design consultation for optimal layout in a retail environment and customer flow within the pop-up space. The deliverables included securing a location that best allowed TheRealReal to interact with their target demographic, sourcing of store fixtures, operational elements and back of house, and budget and production oversight from build-out to break-down.
经过成功的两个星期，有超过1,000名访客
每天之后，RealReal每天都会开放
在Soho的永久位置。在持续期间
在弹出窗口中，他们获得了来自
主要媒体包括BBC电台，RackedNY，
HarperBazaar，好莱坞记者等。
To help the brand build a solid, successful foundation for its long-term brick-and-mortar strategy, Madison Reed partnered with MG2 / The Lionesque Group to launch its first pop-up store in New York City.
With a six-month lease, the goals of the project were multi-faceted and included everything from introducing the Madison Reed brand to NYC and building awareness, to testing the viability of brick-and-mortar in order to acquire new customers and increase revenues of both one-time purchases and subscriptions.
As a full-service partner, The Lionesque Group team provided a complete turn-key experience. Beginning by securing a retail space in Flatiron—a neighborhood with a high density of the brand’s target demographic—the team worked together with Madison Reed to conceptualize, design, source, budget, and bring to life the aesthetic and store flow for the first-ever Color Bar in just five weeks time.
Following a wildly successful launch—during which bookings increased daily—Madison Reed went on to open up a permanent location in Flatiron, with the design/build assistance of MG2 / The Lionesque Group, just a few months later, in addition to being named “Best in Beauty 2017” by NY Magazine.
English 
简体中文