The service design of Lenovo integrated retail store project breaks down barriers between retail, smart services, and digital spaces, creating a seamless, intelligent service ecosystem. It addresses the traditional focus on “purchase” while overlooking the “use-repair-replace” stages. By integrating online and offline experiences, it offers users a personalized, consistent journey across all stages. This innovation improves response speed and accuracy, builds trust, and redefines retail services. Using an AI-powered digital platform, it creates a data-driven service hub that optimizes resources, boosts satisfaction and sustainability.

The service design of Lenovo integrated retail store project delivers comprehensive value to users by integrating retail, smart services, and digital spaces. It addresses the traditional retail focus on the "purchase" phase while overlooking the "use-repair-replace" stages, offering personalized, seamless, and consistent experiences throughout the entire "buy-use-repair-exchange" lifecycle -Functional Innovation: At its core is a data-driven intelligent service hub that responds to user needs in real time, providing accurate product information, technical support, and maintenance services while significantly simplifying service processes. -Emotional Connection: By offering a seamless service experience, the project strengthens interactions and trust between the brand and its users, fostering deeper emotional connections. -Aesthetics and Experience: The design seamlessly integrates physical spaces and digital platforms with modular layouts and intuitive interfaces, enhancing user engagement while improving usability and overall comfort. This project redefines the value of retail services by meeting diverse user needs through intelligent and personalized solutions, elevating brand value and fostering long-term user loyalty.

The project adopts an innovative service model that focuses on the entire "buy-use-repair-replace" lifecycle, leveraging data insights to reduce user anxiety and achieving a 4% increase in customer satisfaction. By providing inclusive, personalized services and fostering community engagement, it deepened emotional connections with users and strengthened brand loyalty. Transparent data management and regular disclosure of environmental and social impacts contributed to a 5% growth in brand strength, significantly enhancing brand credibility and market competitiveness. Additionally, by optimizing resource allocation and promoting sustainable products, the project improved resource utilization by 8%. This not only drove cross-selling and economic growth but also upheld the brand’s commitment to sustainability, achieving a balance between economic performance and environmental responsibility.

This project has redefined the retail service landscape by addressing gaps in the "buy-use-repair-replace" lifecycle, promoting inclusivity and accessibility for all user groups, including the elderly and individuals with disabilities. By fostering community engagement through interactive spaces and events, it has strengthened cultural and social connections, encouraging active participation and collaboration. The project has also advanced industry practices toward greater sustainability by optimizing resource utilization, promoting eco-friendly products, and supporting circular economy principles. Its emphasis on transparency and corporate responsibility sets a new benchmark for integrating economic growth with environmental and social impact, driving meaningful progress in sustainable development.

The Lenovo China Empowerment Center Experience Design Team led the service system design, including user research, experience design, service design, space design, and exhibition design personnel. The team also collaborated with retail store operations management, sales staff, and service personnel to co-create, validate, and implement the design. Throughout the design and implementation process, consumer involvement was integrated at every stage to ensure that the service system was user-centered.

The project applies service design principles by collaborating with cross-functional teams, including retail staff and consumers, to conduct workshops that ensure a user-centered design approach. This co-creation and validation process is integrated at every stage. A data-driven service model was adopted to connect online and offline touchpoints, covering the full “buy-use-repair-replace” lifecycle. By leveraging consumer behavior data, service operation data, and sales data, we gained insights into user needs and developed a systematic design. Additionally, an agile project management approach was used to ensure continuous iteration throughout the process, allowing us to gather user feedback and make timely adjustments, ensuring that the service design aligns with user needs. The combination of strategic planning, flexible execution, and data-driven insights drove the successful launch and ongoing iteration of the project.

The project took two years from initiation to design delivery and is still undergoing continuous iteration and optimization.

The primary goal of this project was to break the limitations of traditional retail models by providing a comprehensive, personalized, and intelligent service experience covering the entire "buy-use-repair-replace" lifecycle. The results exceeded expectations in several areas, with a 4% increase in customer satisfaction, a 5% growth in brand strength, and an 8% improvement in resource utilization. In addition, the project not only innovated the service model but also enhanced the brand's sense of social responsibility and sustainability, improving the brand's market competitiveness. This project aligns with the company’s strategic focus on digital transformation and sustainable development. By designing an intelligent service system driven by data, it not only improved operational efficiency but also promoted cross-selling and economic growth. The successful implementation and ongoing optimization of this project have positively driven the company’s progress in retail, service innovation, and brand development.