When shoppers enter a retail store, they are generally free to browse and shop as they wish. They can move around the store, inspect products, engage with staff, perhaps price check items on their phone. This free-flowing, customer-controlled shopping experience stands in stark contrast to the rigid checkout process where customers are funnelled into a specific location so that their items can be tallied before they pay by cash or credit card.
Design thinking seems to be the buzzword of 2016. Since gracing the front cover of Harvard Business Review, more companies are claiming that they are a design lead organisations, many are asking how to become one and many more are asking what the hell is it?