MOBILE-DRIVEN DIGITAL TRANSFORMATIONPeter Mitchley-Hughes

OURHISTORY

OURCUSTOMERS

IN 2016 WE CONTINUE TO EVOLVE…

IN 2016 WE CONTINUE TO EVOLVE…

IN 2016 WE CONTINUE TO EVOLVE…

IN 2016 WE CONTINUE TO EVOLVE…

THE PATH HASN’T ALWAYS BEEN EASY

OUR PURPOSE

MAKING FASHION, STYLE AND QUALITY AFFORDABLE EVERYDAY.

SO WHAT IS MOBILE?

STORES

CATALOGUES

CALLCENTRES

ONLINE

SOCIALMEDIA

MARKETPLACE

SOCIALMEDIAMARKETPLACE

SO WHAT IS MOBILE?

STORESCATALOGUESCALLCENTRESONLINEMOBILE

FOR US IT’S ABOUT CONNECTEDNESS

For Business

INCREASE FREQUENCY OF INTERACTION

For Customers

IMPROVE THE SHOPPING

EXPERIENCE

For Our People

BRING TEAMS TOGETHER TO DELIVER SOMETHING

GREAT

OBJECTIVES

ASH MAURYA

“

”

Life’s too short to build something nobody wants.

The barcode scanner is fabulous. I've grabbed some great bargains and saved sooo much time walking

around trying to find a scanner. Well done Target.

TARGET CUSTOMER

“

”

RESULTS

iOS App Store review

Loving the app… bring on more Instagram inspiration pictures!

And so so happy the catalogues are there. Love it, just love it!

TARGET CUSTOMER

“

”

RESULTS

iOS App Store review

“I don’t need the catalogue anymore, I always look online”

“If I could check the price on my phone, that would be amazing!

Seriously, that would be so good, I'd use it all the time!"

“Inspiration from Instagram prompts me

to go into the store”

“No matter what I come to Target for, I always

end up buying 10 things!”

WHAT PROBLEM ARE YOU SOLVING?

SHOPINSPIRESOLVE

THE WAY WE THINK ABOUT FEATURES

HOW USEFUL WOULD IT BE IF YOU COULD DO THE FOLLOWING THINGS WITH TARGET ON YOUR MOBILE?

SEE ALL MY SALES AND OFFERS IN ONE PLACE

SCAN BARCODES OF PRODUCTS

GET FASHION INSPIRATION & ADVICE

SHARE LISTS WITH OTHER PEOPLE

SAVE ITEMS FOR LATER

CREATE WISHLISTS FOR SPECIAL OCCASIONS

VERY USEFUL

NOT USEFUL

VERY USEFUL

VERY USEFUL

VERY USEFUL

VERY USEFUL

ASKING CUSTOMERS

ASKING CUSTOMERS VS SHOWING CUSTOMERS

“If I could check the price on my phone,

that would be amazing! Seriously,

that would be so good, I'd use it all the time!"

“I don’t need the catalogue anymore, I always look online”

Customer comments collected during in-store research.

“Inspiration from Instagram

prompts me to go into the store”

MAP OUT YOUR EXPERIENCE ECOSYSTEM

AWARENESS ACTIVATION REVENUE

REFERRAL

BRING TEAMS ON THE JOURNEY

PMH - DIGITAL TRANSFORMATION

What can be shared?

Customer as the new ‘Point of Sale’ ?

PLACEHOLDERWHAT’S NEXT?

HOW TO WIN AT MOBILE?

DON’T STOP AT SOLVING PROBLEMS,

DELIGHT YOUR CUSTOMERS

USE YOUR MOBILE

STRATEGY TO TRANSFORM

CREATE A BRIDGE

ACROSS YOUR TOUCHPOINTS

GET INTO THE REAL WORLD

AND INTO YOUR CUSTOMERS

LIVES

FOCUS ON CREATING A

SUSTAINABLE ECOSYSTEM

THANK YOU