THE FUTURE OF CLICK & COLLECT

By Joe Pendlebury | uxchap.com |

@theuxchap

Click & Collect...

f**k YE

AH!

Bullseye

!

S**t’s about to

getREAL, PEOPL

E!!!

Order online and get your goods delivered to a local branch, ready for pickup at your convenience.

Ease of Access

IT’S FAST!

FREE

Reliable

CONVENIEN

T

BENEFITS

to the Customer

BENEFITS

to the Retailer

Higher levels of footfall

Increased

spend in-store

Lifeline to smaller “Out of Town”

stores

Lower

costs

“Click & Collect accounts for 45% of Next’s online orders, while 57% of C&C orders through John Lewis, are picked up at sister brand, Waitrose’s stores.”

— www.planetretail.net, (2015). 76% of online shoppers to use click & collect by 2017 | Planet Retail. [online] Available at: http://www1.planetretail.net/news-and-events/press-release/76-online-shoppers-use-click-collect-2017 [Published 07 Apr. 2014].

What does the future hold?

Explosive Growth in the UK

- Continued roll-out of in-store collection

- Increase in use of alternative pick-up points, e.g. delivery lockers

- Retailers of all sizes, taking advantage - like my local, fish & chip shop chain, “zan fish”

Massive Shift Beyond TraditionalCollection PointsTHINK...

Train Station

s

Motorway Servi

ces

Petrol Station

s

Click & Commute

- Waitrose offer temperature-controlled, Click & Collect lockers across the London Underground

- capable of storing cupboard, chilled and even, frozen products

The “Doddle” Experience

- Doddle stores are located in and around train stations, across the uk

- They’re open ‘til late, so you can send, collect or return parcels, whenever you’re passing

McDonalds - A Viable Collection Point?

retailers who have seen immense success from C&C in the UK:

- Tesco - 3,300+ Stores

- Boots - 2,500+ Stores

- Argos - 740+ Stores

- Next - 600+ Stores

- Asda - 500+ Stores

- John Lewis - 43 Stores

McDonalds have over 1,200 restaurants in the UK.

Imagine a world where we can pick up our parcels from a McDonalds of our choice...

Now that’s

food for thought!

Drive-Thru / In-Restaurant CollectionOption #1Two dedicated drive-thru lanes:- One for food orders

only- One for food & parcel

collection

Option #2delivery lockers located in the restaurant itself

Dedicated Drive-Thru Collection PointsMcDonalds is one option, but what about “dedicated” drive-thru collection points? Or even, “Curbside Collection”?

Who’d have guessed that drive-thru ATMs / banking, would have ever taken off?

Anything’s possible.

In 1946, the world’s first “drive-in” bank was opened in Chicago. 1946!!!

Increased Usage of Delivery Lockers

Supermarke

tsmalls

Post Office

sConvenience

Stores

Bus / Train

StationsUNIVERSIT

Y CAMPUSES

Petrol Station

sMotorwa

y Services

FAST-FOOD

CHAINS

Hospital

s

Gyms / Leisure Centres

Schools

Locker Warehouses with 24-Hour Access- A concept

comparable to self-storage warehouses

- Two-phase, point of entry, security system (similar to 24-hour gyms)

“Free Delivery”, is itself, a very strong proposition. However, it’s now expected, rather than desired. the growing demand for a convenient and reliable delivery experience, accessible to all, 24-hours a day, will inevitably force retailers to rethink their existing delivery strategy, in an attempt to re-establish that competitive advantage, and exceed the expectations of the customer.

Conclusion

By Joe Pendlebury | uxchap.com |

@theuxchap

Thanks For Listening