Challenge: The pandemic has generated many questions into how big retailers can survive. This home goods and clothing store wanted to learn from consumers about shopping apps, curb side pickup, loyalty programs, and more.
Approach: In-person focus groups gave way to online 4-5 person video focus groups with a virtual back room. Various topics were presented to each of the groups of shoppers. Shopper groups were delineated by age and loyalty card membership levels.
Result: Shoppers revealed pain points and praises for various retailers and how they have responded to the pandemic. Actionable takeaways were formed for this retailer to adapt to the new consumer landscape.