FEATURE: INTERIOR DESIGN


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H


alf of all customers now engage in online browsing before making in-store


for DIY


purchases home


projects. At the same time, 54% of consumers choose to visit physical stores before


making online


purchases (source: Shopify). These trends underscore the increasingly intertwined nature of online and offline shopping experiences. DIY retailers must go omnichannel. Delivering effortless omnichannel experiences demands seamless, consistent customer interactions across all brand touchpoints. Attaining this level of integration needs work. And while concerns over stagnation in the DIY and hardware retail market have eased – with a projected global revenue of US$2,935 billion in 2024 (reflecting an annual growth rate of 2.51%) (Source: Statista) – evolving consumer expectations mean that DIY retailers need to do this work now. To get a clearer picture of what


retailers need to do to thrive, let’s explore the latest consumer preference trends in online and offline retail spheres individually.


Digital: Striving to consistently impress consumers According to McKinsey, 71% of customers expect retailers to allow them to customise products on their sites and view them in-situ. Just presenting DIY products in 2D is not enough. When exploring a retailer’s website, customers seek the ability to explore various styles, colors, and patterns, and comprehensive views of how these products will fit into their homes.


In light of these demands, there


are several trends that DIY retailers must keep pace with to maintain competitiveness...  Interactivity: Rather than navigating through static catalog


10 DIY WEEK MAY 2024


RETAILERS NEED AN OMNICHANNEL APPROACH TO SUCCEED


Amidst an uncertain economic environment marked by inflation and a post-pandemic slowdown in demand, many home improvement retailers struggled to expand their operations in 2023. However, leading brands in the industry managed to achieve sales growth, exceeding 50% (source: DIY International) despite these challenges. Their success was attributed to their proactive response to emerging trends shaping the landscape of 2024. So, what exactly are these trends?


pages, consumers crave immersive experiences where they can easily design their projects online. Providing a 3D planning solution empowers customers to take on the role of designers themselves, fostering engagement.  High-resolution renders: After investing time in designing a room, customers want high-quality renders that they can show to friends and family to get their opinions. Having customers sharing these renders on social media widens engagement with DIY retail brands as more people are participants in the DIY projects.  Augmented Reality (AR): By 2022, 38% of US adults were at least somewhat interested in trying augmented reality (AR) or virtual reality (VR) while shopping (Source: Insider Intelligence). Leveraging AR to visualise products within consumers’ homes enhances the shopping experience significantly, and early adopters stand to reap substantial benefits. Now, let’s move on to in-store


retailing. What do 2024’s consumers expect when they visit stores?


Offline Experience:


Crafting effective and enjoyable design journeys Despite many DIY


customers


choosing to browse products and begin projects online, physical stores remain crucial in the purchasing journey. Consumers value interactions with sales representatives, with 29% saying they find having discussions with professionals to be a particularly valuable and enjoyable part of the buying experience.


To deliver exceptional in-store experiences, retailers must focus on: Superior sales expertise: Although it’s hard for staff to know everything about the wide variety of products available in DIY stores, customers demand a high level of product knowledge from sales representatives. Online 3D planning solutions make all this information reachable in just a few quick clicks, facilitating personalized interactions.  Adequate tools: Equipping sales


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