How service design can drive the digital transformation of the retail revolution

Alessandro Piana Bianco
Deloitte Digital, Italy

Linda Covino
Deloitte Digital, Italy

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Ingår i: ServDes2018. Service Design Proof of Concept, Proceedings of the ServDes.2018 Conference, 18-20 June, Milano, Italy

Linköping Electronic Conference Proceedings 150:102, s. 1209-1209

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Publicerad: 2018-07-05

ISBN: 978-91-7685-237-8

ISSN: 1650-3686 (tryckt), 1650-3740 (online)


The retail arena is undergoing great transformations, also due to constantly connected consumers with 24hrs access to a global shopping experience, at their smartphone length. What does this mean for traditional retailers? How are new players eroding incumbents’ share of the market? How do you re-invent your business and your experience when you don’t know who your competitors are anymore? The workshop will investigate these questions and discuss about how a service design approach can help retailers to face these challenges and drive digital transformation in the post-commerce era.


retail, digital transformation, shopping experience, customer experience


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