Intro

It is really no secret that one of the most endearing feelings to any shopper or customer is the feeling of visiting a retailer they have come to know—a space they are familiar with and know their way in and out.  The rule of thumb forever has been that the retailer has no control over it, as it is something only obtained by frequent visits and the customer's own experience during those visits. But what if the experience wasn’t the only way to acclimatize customers to your store? What if your current informational markers are completely missing their purpose or have become obsolete altogether? What if the formula is simpler than we have pursued all of this time? These questions challenge us to rethink our approach. After all, the standard design for many supermarkets and retail spaces often relies on traditional layouts that follow a prescribed format in a way that has worked for decades. This approach aims to gently guide customers through the store, often placing complementary items in less trafficked areas to encourage impulse buys. But with all this, is there a way to make the store experience even more intuitive, faster, and, most importantly, customer-friendly? In this post, we’ll explore ways to bridge the gap between a retailer’s established layout and a customer’s need for familiarity—familiarity that could dramatically enhance their shopping experience.

Customer Friendly Store: Creating Familiarity and Comfort

When talking about a customer-friendly store, it can entail a wide range of factors but for the purpose of this blog, we are referring to a store where the design, layout, and the flow of information make customers feel comfortable, confident, and ultimately more loyal to your brand. Familiarity breeds comfort. When customers walk into a store, they should immediately feel like they know where they are going. Creating this type of environment requires attention to detail and a deep understanding of what makes shoppers feel at ease. Here are a few ways to create a customer-friendly experience:

1. Clear Layout with Digital & Physical Maps: The first step is to ensure customers can easily orient themselves as soon as they enter your store. This can be achieved by offering a layout map that readily available both digitally (via QR code) and in physical form. Think of it like a "You Are Here" marker at a shopping mall. These maps can also serve as effective marketing tools by incorporating promotional content, store highlights, or tips for navigating the store.
2. Interactive Digital Directories: Another way to enhance familiarity is by incorporating interactive digital directory, where customers can use these screens to search and find items the customer is looking for and quickly pinpoint their location in the store.
3. Simplifying Aisle Markers: In large retail spaces, we often tend to see how overwhelming aisle signs can become with cluttered text and information. Instead, using numbers and colors to denote different sections and departments is a simple yet effective way to create a more intuitive store layout.
4. Color Coded Sections: Color coding sections can help make navigation much easier, and color association can help shoppers quickly locate the products they need without feeling lost or confused. We all know that Red is for the Meat department, Green for the Produce department, Brown is for the Bakery products, Blue is for the Frozen, etc. The same color codes follow all your communications with the customer—promotional flyers, emails, circulars, and even the website. This will establish a sense of continuity and recognition, fostering a stronger connection with the store.
5. Point-of-Sale (POS) Familiarity: Another often overlooked part of customer familiarity is at the checkout. Customers need to be greeted with a POS system they can quickly understand. In many stores, this has been made easier with self-checkout stations, which have become a familiar part of the shopping experience. You need to ensure that these stations are easy-to-use, well-placed, and clearly marked for an easier customer experience.

Walking Friendly: Creating a Store that Flows

Creating a walking friendly store is one that is easy to move around in, so it’s all about optimizing the customer’s physical experience in the space. From aisle widths to clear signage, the aim is to reduce friction as much as possible. This can be achieved through a variety of ways:‍

1. Wide, Uncluttered Aisles: implement kiosks or apps that let customers search for specific products or check stock availability.  
2. Intuitive Layouts: Position high-frequency products like dairy and bread, in easily accessible locations. Consider creating “shopping shortcuts” for customers who are in a hurry but still want to grab essentials.

Information Friendly: Making Every Step Clear and Easy

No shopper wants to feel lost or overwhelmed while looking for a product. Being information-friendly means providing your customers with the tools they need to make their shopping experience smooth, informed, and satisfying. Here’s how:‍

1. Interactive Assistance: Implement kiosks or apps that let customers search for specific products or check stock availability.  ‍
2. Staff Accessibility: In any retail environment, the ability of customers to quickly identify staff members is critical. When staff is easily recognizable, customers feel more comfortable approaching them for assistance.  
3. Product Information: Use QR codes, digital screens, or strategically placed cards to provide detailed information about products.  

Final Remarks

Creating a customer-friendly, walking-friendly, and information-friendly store is about more than just good design- it's about fostering a sense of familiarity and comfort that turns an ordinary shopping trip into a pleasant experience. By offering clear layout maps, easy-to-navigate sections, interactive tools, and helpful signage, you can empower your customers to move through the space with ease. When your store becomes a place that shoppers feel confident and at ease in, they’ll not only return but will do so with a sense of loyalty and trust in your brand. Through thoughtful design and strategic touches, you can ultimately make the shopping experience more intuitive and enjoyable for every customer who walks through your doors.

NEMA Associates Inc – Your Trusted Partners in Building Brands

Navigating the complexities of store design and customer experience requires expertise, and that’s where NEMA Associates Inc. excels. With over 30 years of experience in creating strategic marketing materials and a deep understanding of customer retail space, we specialize in helping brands enhance their store environments. Whether you’re looking to improve your in-store layout for a more intuitive experience, or refine your signage and digital tools to guide customer with ease, consider hiring us to achieve your goals as here at Nema we are all about solutions!