I heard Chris Borek from Target speak at the Digital Signage Expo earlier this year and walked away from it impressed with their approach to serving customers – “it’s about interacting with the customer on their (the customer’s) terms, on their schedule. It’s not about being there all the time, it’s about being there when they need it.” So, I was not surprised when, over the weekend, I saw this touchscreen in the middle of their electronics/gaming section. Apparently, they’re planning a full chain roll-out with these babies.
Let’s put her to the test and see how she does.
Purpose – They are here to sell games. They’re providing this solution to make it easier for you to a) search for the game you want b) search for the game you don’t know you want c) find the most convenient store for you to get it at and d) get the information in the form you want. This experience delivers on all fronts. If I were looking for a game, I would go straight to this touchscreen vs. a store employee, but that’s just me. If I was intimidated by this touchscreen and wanted the comfort of a store employee, that employee could walk me straight to this and step through the experience with me (hopefully, that’s what they’re trained to do.) In that regard, it even levels the playing field for all of those employees – now they don’t need to know about every game in the store. The technology serves that purpose and allows the employee to focus on the customer.
Drama – As you can see, this touchscreen was built into the display unit and it all looks very nice. You can tell they spent a lot of time thinking this through and designing the entire unit, not just the touchscreen. I don’t know how they could have done a better job with placement, although it would have been much more noticeable if it were right on the main aisle. (As it is, it’s hidden behind the display unit on the main aisle.) Once I noticed it, the subtle animation and large text with prominent call-to-action made me want to interact with it and set my expectations on exactly what I needed to do. In my opinion, they made a good decision with the vertical monitor – it creates more of a dramatic impact than the same size horizontal monitor and for this type of information, I think it makes for a better use of space.
Usability – The interface was set up very much like a web interface. In some respects, it mirrors Target’s online experience, certainly the way in which the content was bucketed. I didn’t have a problem finding the information I wanted. In some cases, there were multiple ways to get to the same content, which I think is good. And regardless of where I was in the experience, I could always “Go Back” Home and “Notify an Employee.” It’s great (and smart) to have those anchors. I think it makes the user feel comfortable that they can always get the information that they ultimately want, even if it isn’t through this touchscreen experience.
Interactivity – This experience was touch-based with email & mobile integration.
The screen was responsive to touch and aside from the internet connection (which I suspect is needed to utilize their web content management system), I thought the experience itself was fluid and smooth. The email & text component was simple and provided only the information I needed in either of those channels.
Information – All games, all systems, all accessories, all the time. The content here is hooked into Target’s chain-wide inventory, so if the store that you’re in doesn’t have what you’re looking for, you can locate it at the stores closest to you. In addition to the product information, they worked in a social component via user reviews. That said, I couldn’t find any user reviews in the games that I searched (which I think can be easily remedied with some seeded content), but it might have just been by chance that those specific games didn’t have reviews. This application didn’t seem to have any un-needed information and it didn’t seem to lack any either. Everything in here seemed purposeful.
Personalization – There wasn’t much personalization in this experience, but there was more than in the touchscreens that I’ve previously featured. The email and mobile component was a nice, personal touch and a step in the right direction to make the experience personal. I think they have the opportunity to build user’s profiles, recommend content based on previous purchases, incorporate a loyalty-type program – all might not be appropriate for the everyday consumer, but would certainly help Target compete with stores like GameStop with the hardcore gamers.
All in all, this was a very good, efficient application. One of the best I’ve seen, and certainly the best touchscreen that I’ve featured here. Why other game stores and movie stores (like Blockbuster) and music stores don’t do this more, I just don’t understand, especially if they’ve already got a good system online. I think anyone who’s considering building/updating a retail-based interactive application should go to their nearest Target and play around with this for a little while – you’ll learn alot.