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Question 1. Areas of innovation
Your Answer BEFORE INNOVATI
PANDEMIC ON AREAS AFTER PANDEMIC
1. Expand portfolio to include wider
range of age groups.
2. Include product that are
Various genre of
influenced by region, culture and
toys for different PRODUCT
traditions.
age groups
3. As outdoor activities are restricted,
toys feasible for lawns and home
backyard may be introduced.
1. Introducing virtual tour of the toys,
Enhancing customer
demonstration and other assembly
experience through
related telephonic support.
different types of
2. Having youtube channel for toys
toy demonstrations,
SERVICE being showcased and used by kids.
friendly executives,
3. Social channels to be engaged for
celebrating
webinars, toys parties etc.
children’s birthdays
4. Combine tangible and digital
in the store
product components.
1. Create a presence online for
PR/Marketing
different age demographics
initiatives took
2. Use influencers such as youtube
place through toy
channels. Promoting/ providing
demonstration in MARKETI
information. Make an online
stores: product NG
presence for toys on various
display, attractive
platforms.
VM, toy
3. Video launches from the store on
demonstrations
regular basis.
1. Build an e commerce platform,
with links being publicized on all
social media platform.
2. Tie up with schools to add their
toys in teaching methodologies.
Retail focused ORGANIS 3. Try to involve premium schools
business ATION with an MOU for sharing latest
toys at minimal charges on
returnable basis. This can attract
children studying in school looking
for ecommerce platform to have
individual sets.
1. A digital Ecosystem has to be
created.
2. Presence on E-commerce, website,
Brick and Mortar BUSINESS E-shops, Linking with schools and
Business Model MODEL social medial presence has to be
executed in phased manner.
3. New online distribution channel has
to be developed and introduced.
2. Updated business model canvas
Your
Answer
3. Digital innovation process
Your Hamleys identified that in order to achieve their objectives as well as to deliver
Answer
the best and appropriate experience to customers, two areas need to be addressed
First: Integration of Inventory control and order fulfillment systems. The
foremost task of Hamleys in this context is to fully integrate the website with
inventory control and order fulfillment system. This will enable hamleys to ensure
all products that are listed and being sold on website is available and is being
dispatched at the earliest.
Second: Digital Experience – Hamleys need to create an ecosystem wherein the
hamleys digital experience is fun, inspirational and connects to the customer and
ensure both parents and children hook to the digital platform.
OUTCOME: Integrated customer experience.
Hamleys enabled Smart Retail website solution
To provide their customers with enhanced and built in customer
service
Improving the experience in the store
Customer are able to relate the experience.
Clients shopping online find it easier
Commodity Identification
Inventory availability
For details
Order Pricing
In the end the customer feels more connected to the brand Hamleys
1. All the channels / network to be synchronized in order to facilitate
company to have a fair picture of business result in timely manner.
2. Now as we know technology evolves everyday and hamleys need to keep
pace with the changing technology in order to stay ahead of competitors.
How the suggested solution relates to the value proposition of
Hamley's ?
Better Customer experiences
The single platform with rich content and option that gives customers and their
children a more engaging experience like that of a trip to Hamleys store.
Shopping is easier and more pleasurable creating enhanced customer loyalty and
increased revenue.
More Efficient Order Management
The solution provides complete visibility of inventory and sales at unified
platform. It ensures that the customers are provided with right information about
stock availability and enhances company warehousing and fulfillment
capabilities.
Flexibility And Growth
The solution is a modular, allowing hamleys to add and integrate new channels,
services, capabilities and functionalities.
Brand consistency and excellence
Hamleys as a brand hold a special position with its customers. Instantly
recognizable in store experience with the online presence.
TYPE OF INNOVATION – Sustainable - Incremental
4. Evaluating performance of a digital business
4.1 Add the three metrics and reasoning behind selecting them here
1. Feedback Received: To check Negative as well as positive
feedbacks so one should know about the area of improvement for
Hamleys Digital platform.
2. Sales & Revenue – To check the return on investment
3. Bounce Rate – For the visibility of Website
2 Write your answer here
Conversion rate 3% 3% 3% 4% 4%
Avg Rev. per Transaction 34.6 53.6 38.9 36.7 35.2
% of repeated transactions 30% 32% 31% 31% 30%
1. Conversion rates is increasing exponentially
2. Average Revenue per transaction is quite constant
3. Number of Repeated Transaction is decreasing
Summary :
Intelligent Retail website solution gave hamleys the ability to deliver
integrated customer experiences to online shoppers, mirroring and even
enhancing the store experience. Online shoppers now find it easier to
identify products, check store and information, Place orders and feel
more engaged with the brand.
From a business prospective, bringing the various channels together
provide a more accurate and timely insight into business performance
across the organization, from orders and revenue to stock levels and
replenishment.
Hamleys now has the ability to add further applications, services and
channels as the industry and market continues to evolve a major benefit
in today’s global retail landscape.
The solution is capable of being rolled out across different geographies,
so that as Hamleys reach expands.
