{ "docId": "019dd923-5de0-76bd-a165-770f21c01013", "docSlug": "e3bf88e2051e758a", "documentTitle": "Solving fashion’s product returns", "authorId": "misc", "authorName": "Roland Berger", "documentKindSlug": "consulting-deck", "documentKindLabel": "Consulting deck", "sourceTypeSlug": "strategy_consulting", "sourceTypeLabel": "Strategy consulting", "presentationDate": null, "orientation": "landscape", "aspectRatio": 1.778, "pageNumber": 50, "pageCount": 107, "prevPage": 49, "nextPage": 51, "slideType": "recommendation", "function": "recommend", "density": "overcrowded", "nDataPoints": 0, "notes": "The slide features three distinct testimonial/expert quote boxes alongside a main body of text outlining recommendations.", "elementsJson": [ "paragraph", "callout_box", "quote_block" ], "metadataConfidence": 1, "imagePath": null, "slideHref": "/slides/019dd923-5de0-76bd-a165-770f21c01013/50", "deckHref": "/decks/019dd923-5de0-76bd-a165-770f21c01013", "deckJsonHref": "/decks/019dd923-5de0-76bd-a165-770f21c01013.json", "deckAnchorHref": "/decks/019dd923-5de0-76bd-a165-770f21c01013#slide-50", "components": [ { "bbox": null, "kind": "callout", "text": "Enhancing product visualisations through model diversity: Deriving from the importance of customers being able to picture themselves in a garment, there is the need for diversity.", "attrs": null, "subkind": null, "toolName": "Visual emphasis", "toolSlug": "visual-emphasis", "confidence": null, "componentId": "019dd951-f95b-7408-8fc7-170856bd478b", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.35, "w": 0.305, "x": 0.025, "y": 0.52 }, "kind": "paragraph", "text": "Enhancing product visualisations through 360° product views and videos: High-resolution pictures, 360° view presentations and the opportunity to zoom in on details such as fabric material or garment structure, provide customers with more transparency on the product attributes. Additional “catwalk videos” also allow customers to assess how the product looks in movement. If brands lack the ability to deliver such services, they can outsource to or form partnerships with specialist firms, although the cost of videos may be challenging for low margin items. Companies should also recognise that the product visualisation stage is an opportunity to market their brand to customers. Retailers can engage with the role that customer connection and emotion play in the purchasing decision by showing models in a variety of different settings e.g., on the beach, at a nightclub.", "attrs": null, "subkind": "paragraph", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "2ca8bbb5-eef6-4406-bc75-2f31d1fddee3", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.45, "w": 0.305, "x": 0.025, "y": 0.18 }, "kind": "paragraph", "text": "Detailing product descriptions: A detailed product description is important for minimising returns. Information on fabric composition, washing instructions and model measurements, such as height and standard clothing size, all empower customers to make more informed purchasing decisions, increasing the likelihood that products match customers' expectations on arrival and thus leading to less returns. An increasing number of brands are also offering details on the environmental and social impact of different garments and production processes. For example, Mulberry includes information on responsible sourcing and production on each product page and invites customers to view its ‘Made to Last’ and Real Living Wage commitments. It aims to become more regenerative and circular in its supply chain, and to ensure its workers and its partners' workers are paid fairly based on the wages that are actually needed to live, rather than the UK Government's national minimum wage.", "attrs": null, "subkind": "paragraph", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "423c812a-d79a-41fb-885c-0a7abaa398b3", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.35, "w": 0.305, "x": 0.35, "y": 0.14 }, "kind": "paragraph", "text": "Enhancing product visualisations through model diversity: Deriving from the importance of customers being able to picture themselves in a garment, is the need for diversity. Models in the fashion industry have traditionally been selected by a narrow and homogenous beauty standard that has served as an inadequate representation of the customer base purchasing the products. Though the level of representation among models in fashion is improving, with the rise of curve, plus, petite, tall, etc. lines, retailers need to go further to display different body types, disabilities, ages and races and meet the wider customer demand for representation of “real people” with blemishes, cellulite, and other “flaws” that may traditionally have been airbrushed out. Not only will this lead to a more accurate consumer perception of the garment and thus fewer returns, but it will also increase the level of connection felt between the customer, product, and brand.", "attrs": null, "subkind": "paragraph", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "56ed94f9-d7a7-47dd-ab44-e106f156e7bb", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.25, "w": 0.305, "x": 0.675, "y": 0.53 }, "kind": "quote", "text": "Some retailers have reduced their in-store plus-sized ranges or made them only available online. This neglects a segment of their customer base and may likely increase return rates. There are small changes that could be investigated to reduce returns, which include re-stocking a wider range of sizes in-store. Cristina Sabaiduc, Senior Sector Specialist Sustainable Textiles, WRAP", "attrs": null, "subkind": "testimonial", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "5bb38bb9-f012-4851-b72e-ba900bc24ea8", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.25, "w": 0.305, "x": 0.675, "y": 0.135 }, "kind": "quote", "text": "We are living in an omnichannel shopping experience, where we look for new and innovative ways to connect with customers. For example, we launched an AR tool for our “Lola” handbag range. Customers had the ability to see the different shapes, styles, sizes, colours of the bag next to an outfit, all while being at home. Sinéad Conway, Senior Corporate Responsibility Programme Manager, Burberry", "attrs": null, "subkind": "testimonial", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "d8adc947-e3d8-4f5d-b59f-1b980c5488a7", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.25, "w": 0.305, "x": 0.35, "y": 0.48 }, "kind": "quote", "text": "It’s important to provide solutions that allow customers to have clearer perception of the clothes. Just through the click of a button they can view a different model, whether it’s a black female model, or an Asian male model. Moreover, it is important to put the item in different scenarios, socially and environmentally. It’s all about social security and confidence. Hans-Peter Hiemer, Managing Director, Assyst", "attrs": null, "subkind": "testimonial", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "f76492b0-1bc5-40ad-848d-e4293402f2bd", "frameworkName": null, "frameworkSlug": null }, { "bbox": null, "kind": "quote", "text": "We are living in an omnichannel shopping experience, where we look for new and innovative ways to connect with customers. For example, we launched an AR tool for our “Lola” handbag range. Customers had the ability to see the different shapes, styles, sizes, colours of the bag next to an outfit, all while being at home. — Sinéad Conway, Senior Corporate Responsibility Programme Manager, Burberry", "attrs": null, "subkind": null, "toolName": "Authority citation", "toolSlug": "authority-citation", "confidence": null, "componentId": "019dd951-f95b-7408-8fc7-1941e13a3d9f", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.025, "w": 0.135, "x": 0.025, "y": 0.135 }, "kind": "title", "text": "Recommendations", "attrs": null, "subkind": "headline", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "55c0fc4f-d9ea-4077-9b55-9fc15e2b8da8", "frameworkName": null, "frameworkSlug": null } ], "metrics": [], "tools": [ { "name": "List presentation", "slug": "list-presentation", "agent": null, "layer": "slide", "matchId": "5a9ef5d9-078d-4c1f-806d-3a84331839ca", "evidence": "Detailing product descriptions: A detailed product description is important for minimising returns.", "confidence": 0.7 } ], "frameworks": [], "arcBeats": [ { "to": 80, "from": 45, "beatId": "3e220143-35ac-44c6-9ef5-cfccca36e25c", "arcName": "Problem-Agitate-Solution", "arcSlug": "problem-agitate-solution", "beatName": "Solution (Provide relief)", "beatSlug": "problem-agitate-solution-solution-provide-relief", "evidence": "The document presents strategic recommendations to reduce product returns and their environmental impact.", "position": 2, "confidence": 0.8, "parentBeatName": "Resolution", "parentBeatSlug": "resolution" } ], "loops": [], "imagePathAlt": null, "thumbSrc": null, "thumbSrcAlt": null, "locked": true }