Nada
May - August 2018 (3 months), Consultancy Project
This project assessed customers’ preference via consumer behaviour research. Figured out what did and did not work well during the entire customer shopping journey (pre- and post- in-store visits) at Nada.
MY ROLE
Consumer Behaviour Researcher, Service Designer
TOOL SET
Market Research, Site Visit, User Observation, Interview, Questionnaire
Supervisor
Faculty Supervisor: Dr. Tim Silk, Marketing and Behavioral Science Division, Sauder School of Business, UBC
Site Supervisor: Brianne Miller, Founder, Nada
Background
Nada is Vancouver's first package-free grocery store, and a certified B-Corp & 1% For the Planet Member. With a mission to cultivate a better world by inspiring people to change the way they shop for groceries. They aim to have a lighter world that values a food system free of excess and waste to support the health of both people and planet in the future.
Project Motivation
In order to make consumer shopping experience more enjoyable and less wasteful as well as to improve the store operations. We want to go through the customer experience map (pre- and post- in-store visits) and assess customer’s preference & satisfaction via customer feedback interviews or surveys.
Methodology
This project was designed into two stages. The first stage was conducting customer feedback interviews and the second stage was conducting surveys.
The Customer Feedback Interview was used to collect customers’ information regarding attitudes, beliefs, experiences, values, needs, and demographic data. Surveys were used to collect customers’ shopping experience, satisfaction, and comments.
This project contained fifteen 40-minute face to face interviews with a target of Nada’s current customers and a set of questionnaires with 23 customer satisfaction questions and 49 attitudinal questions.
Deliverable
Customer Feedback Interview Catalogue
Smaple Report
Sample Questionnaire