Vision for the shopping center of the future

A leading European real estate company commissioned DI Experts to develop a vision for the shopping center of the future and to create an overall digital concept that focuses in particular on the Infopoint as a hybrid service area.

Changing consumer behavior and declining footfall in shopping centers put the company under pressure to develop new concepts. The aim was to combine physical and digital elements for the year 2030 in order to anticipate future requirements at an early stage and strengthen the location against the competition.

DI Experts analyzed relevant digital best practices and identified technologies that can improve the customer experience in the shopping center. The focus was on the further development of the Infopoint into a hybrid touchpoint that includes additional services. To this end, process requirements were defined and technology options evaluated in order to design a future-proof service area.

The result was an overall digital concept with a detailed description of the touchpoints and technology requirements for the Infopoint. A comprehensive customer journey analysis revealed relevant added value and initiated process optimizations. A technical dependency map was used to visualize systemic relationships and ensure clear process know-how. A business case rounded off the concept and formed the decision-making basis for the next steps in the implementation.