Watson’s Retail System

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Watson's Retail System

Research into shopper behavior in Watsons stores revealed a disturbing truth about the oral care shopping experience. Shoppers were on average spending 3 minutes at the shelf, but often left without purchasing any oral care products. Interviews revealed that shoppers; browsers and pre-planners couldn’t find the products they were looking for on a crowed and confusing shelf.

A smart touchscreen and digital navigation system was developed to help shoppers find the right product for them, learn about new offers and to ask for expert dental advice. Post-campaign research revealed that dwell times remained constant, but customer engagement and sales were significantly boosted.