This document provides objectives and recommendations for redesigning the store layout and customer experience for Cars24 used car outlets. It aims to create a trusting and transparent environment through design. Key recommendations include using an open banking setup with semi-partitions, projectors for video content, and digital signage. Communications should personalize the customer experience and clearly explain processes and policies. Entertainment options like games can engage customers during long transactions. An audit plan and standardized store identity manual are also suggested.

1. Store design concept deck ver 1.1
www.firearc.in
+91-9811315396
Trust, Transparency and Engagement
27/7/2018

2. Objective
 To create a new Design for Cars24 outlets offering buying of used car services
 Ensure Design contributes in creating a conducive environment for customer
to have trust in the brand
 Design to push for showcasing Transparency in transactional procedures
 Ensure Brand Identity Parameters are amalgamated in essence and spirit with
the design
 Push towards creating and establishing a standardized Retail Identity and
document it in the form of a “Store Identity Manual”

3. Pictures from Noida Store

6. Observations
 Very Basic
 Apart from interiors upgrade recommend a regular audit plan on Transactional
and Experiential parameters

7. Contributing to Trust and
Transparency through Design

8. Trust and Transparency
 Trust is a long term attribute for a brand to achieve and we can project quite
a bit through design and communication efforts
 Transparency can be fairly propagated by means of strategic in-store
communication and in-store behavior of service providers

9. Lets ask ourselves
 Where do people feel more comfortable in doing Financial Transactions….
BANKS
Reasons can be their consultative
approach
Subject Knowledge/Expertise

10. Theme

11. Inviting Looking & Open
Banking Setup

12. Using semi partitions/half cabins

13. ref

14. ref

15. Lounge Setup

17. Use Projectors instead of 32” TV for Impact

18. Ref: Use Touchscreens for Content Exploring and Presentation

19. Exteriors

20. Signage
Usage of 3D lit logo is recommended
Avoid using OneWay vision vinyls on glass

21. Usage of innovative 3D imagery with contraptions to be disruptive

22. Communications

23. InStore Communication
 Communication will play a major role in establishing soft behavioral
parameters like Trust/Transparency
 Apart from conveying Key Benefits like good evaluation, instant money
transfer, Free RC transfer other communication elements also hold the key
which are discussed in subsequent slides

24. Make a personal/humane pitch
Leaders
Floor
Executives

25. Mission Statements
In Print
Digital
Screens
What we are striving to achieve?

26. Client Testimonials
In Print
Digital
Screens

27. Don’t say….just show …the services, USPs and the Process in form of animated video content

28. Accountability
Free RC Transfer
Post Sale
Support
Referral
Programs

29. Educate the Visitor
Processes
Benefits
Other Aspects
of Selling the
old car

30. Transactional Transparency
Use double monitor systems if possible so the client can
Also see the transactions
Client access to transactional logs

31. Engagement and Entertainment

32. Why Entertainment???
 Visitors at times have to wait for a few
hours to get the sale value of their car
transferred in their account and for some
other transactional procedures . It becomes
imperative to engage the waiting customers
to augment their experience

33. Centralized Managed Content
 We can beam a Centrally Managed Content on TV/Projector which can be a
mix of
 Cars24 Services Videos
 Entertainment
Mute Content
has to be
prepared

34. Game Kiosks
 Customized Cars24 gamified content
can help customers get engaged and
also learn about the brand more

35. Personal Content consumption
 Personal Content consumption
through wearable devices like
Epson Moverio
 Offering Free Wi-Fi for content
consumption on mobiles

36. Store Design Process and
commercials

37. Process
Stage Details Cost Timelines
Concept
Understanding of Shopper Expectation/behaviour
and theme setting for the store
500001 Week
3D Design
Zoning,Layouting and 3D Elevations including VM,
Lighting, fixturing and all interior elements
2500002 Weeks
Drawings Cad drawings for store and furniture and Fixture
750001 Week
BOQ/BOM
Finalizing Bill of Materials, specs, brands and
suppliers for various materials
250001 Week
Pilot + Rollout Do a pilot store for
4 weeks
Manual
Guidelines for setting up a store maintaining the
Store Identity Parameters
45000012 weeks
Taxes Extra