Shaping a New Shopping Experience for the Post COVID-Era

ABSTRACT

As cities worldwide are striving to cope with the ongoing crisis of the COVID-19 pandemic, switching to digital platforms has sparked interest in many stakeholders in response to pandemic recovery. The uncertainty of such future shocks questions our way of addressing urban issues at a micro and Macro-Level. The virus makes physical proximity vulnerable to risks. Hence, urgency is required to shift operations to an online mode to ensure COVID-19 safety norms, maintain continuity in operation and productivity at a distance. It may indicate that worldwide, e-commerce giants have grown during the pandemic for their ability to operate through contactless platforms. On the other hand, local stores and markets suffered due to such giants’ growth and Covid restrictions. This research explores challenges in the local retail sector caused by the pandemic and proposes a Design-Based solution. Considering Industry 4.0, mobile apps hold the potential to ease workflow and are easily accessible to all. Our final proposition would be to design a mobile app prototype (which would also be co-designed with the users). Methodologically, we have followed a Bottom-Up model approach and performed exhaustive user research and a heuristic evaluation with a probable user group. Only through understanding and accommodating the ‘larger’ community can we all cope with the after-effects of this crisis. This research presents an opportunity for consumers to show solidarity with the small Indian retailers and shop the old, local and sustainable way again. © 2023, The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd.