Posts tagged “customer experience”

Making a sandwich should not be an ordeal

The package says “Easy Open.” To me, “easy open” doesn’t mean “requires simple hand tools.”

During lunchtime today, I spent two minutes, with audible grunts interspersed, trying to pry the plastic sheets of this roast beef packaging apart with my fingers. No luck. So I bit into the package, ripping several pieces off with my teeth. Still didn’t get to the roast beef. Finally resorted to scissors.

I’ve noticed that packaging-related glitches often seem more prevalent with organic and “heath” foods. Maybe it’s that many of these companies are smaller and less well-heeled than established Consumer Packaged Goods producers, and so are putting fewer resources into packaging design, materials, and production?

There are myriad examples of companies of all sizes going the direction of luxury or delight with their packaging (see related posts below). But on just a basic functional level – especially for a segment of the industry working for greater adoption – more attention to the non-comestible aspects of the customer experience would be great to consider.

Related posts:

Crock Addict
Packaging Surprise

Supermarket tales

I’ve been doing fieldwork for the past couple of weeks, which often means stopping in at a variety of grocery stores for quick bites to eat or bathroom breaks.

In making the rounds, I saw a couple of things I thought were worth sharing.

Andronico’s, Berkeley

I thought this was an interesting way to extend the function of the mirror, and a good reminder of how much more you gain from feedback when it’s deployed at just the right time and place in a process.

Whole Foods, San Francisco

This was without question the most fragrant cheese counter I’ve ever encountered. I was standing with my back to it, looking at the fruit, and I kept thinking something was wrong somewhere. I finally turned around and understood what I’d been smelling.

Who’s thinking about the customer experience here? What would some alternatives be? Put it near the fish? Or how about near the flowers! A giant plastic dome over the whole thing? Perhaps an information station explaining why cheese can sometimes be stinky…


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