Mini-Store Visit: Office Max
When you see something “not quite right” with a retail customer experience, one question that always comes up is if the mistake was in the design or the execution. Obviously one element of good design is that it can be easily executed in the store. If the fundamental flaw is in the design it means it’s going to be a flaw across an entire chain, while flaws in execution can be localized to one of more stores.
Walking my local OfficeMax this week, a few customer experience mistakes jumped out at me: (more)
