ABOUT

Marks & Spencer asked us to create a kiosk for the launch of their Paris store on the Champs-Élysées.
This project coincided with M&S’s return to the International market. As you might expect, the M&S New Channels team wanted us to deliver genuine “wow factor” to justify the kiosk’s inclusion in the launch of this flagship store.
The kiosk would need to create a brand new transactional channel, and enable customers to make purchases beyond what is physically
sold in-store.

The kiosk experience that we developed served as a genuine queue-buster and aspirational introduction for the brand to a new market. We created an “endless aisle” experience that showcased the entire range of the catalogue. As well as delivering a simple five-step purchasing process, it offered customers a truly exciting engagement with M&S’s editorial content and television campaigns.

There are promotions throughout the application for the M&S French website. Customers with an M&S account enjoy a speedy checkout process as their shipping and billing information can be saved to their account online. While browsing the products, customers can navigate through brands and departments to see all available items, and they can filter by categories. Customers can search for specific items by keyword or by scanning barcodes with the built-in scanner on the poly-touch unit. While viewing a product’s detail page, recommended complementary products are displayed, and customers can watch catwalk videos of selected products.

Results
We delivered a customer experience and platform that successfully connected the dots of the in store journey.
SapientNitro is now a key M&S partner, delivering a £150m+ programme of work.