Delivery must be at the heart of design, according to Heena Tailor, user experience architect at John Lewis. Speaking at the eDelivery conference on 5 October in London in a session dedicated to usability Tailor said it had to be considered when anything is designed. “Logistics is a really interesting space in terms of how you take a brand into people’s homes and onto their doorsteps,” she said.
But essentially a good experience had to be at the heart of everything that is done by retailers, she said. “When it comes to delivery there are lots of different ways you can support a good experience. It’s about the delivery, how you inform the customer where product is etc. It’s those types of conversations that happen when we are thinking about designing anything,” she said.