SERVICE BLUE PRINT

Store front Clothing Other accessories Mannequin Signs, Banners

PHYSICAL
EVIDENCE

CUSTOMER Browse Purchase Return

Fitting
clothing
ACTIONS room items items
accessories
Line of interaction

EMPLOYEE Employee looks Employee

Employee
ACTION looks after after the check process the
(ON STAGE) clothing and out and explains return
fitting room return policy items
Line of visibility

Employee gets
EMPLOYEE the He displays He tags the He Re-tags
ACTION merchandise them on new returned
BACK STAGE ready for mannequins merchandise merchandise
sales floor
Line of internal interaction

Mass
SUPPORT Fashion Design productio Merchandise Advertise
shipped to merchandi
PROCESSES Runway replication n of
Zara store se
trends
 SERVICE STANDARD
● Inventory Management- Replenishes ranges,

avoids build up of unpopular stock

● Centralised Logistics & Distribution- idea to store

in just 15 days

● Human Resource Management- Training &

incentives

● Changing Store Layout Every Week

● Customer Survey

● Customers are the spoke person for the brand

 CUSTOMER FOCUSED INNOVATIONS

• Customer co-creation: Zara’s principal

designer is the customer
• “to give customers what they want”, and “get
it to them faster than anyone else”.
• 60% of the Zara workforce is 30 or younger
• Estimated Net Promoter Score is 3
 CUSTOMER FOCUSED INNOVATIONS

• Implementation of RFID
• Integrated stock management
• Interactive fitting rooms
• Mobile payments , Self checkout
• 143 million followers on social media