Case study: How Living Map improves shopper experience at Lakeside
Problem
Spanning 240,000 sq m with over 250 shops, Lakeside is one of the UK’s largest retail destinations. Its scale made navigation difficult, leaving shoppers confused and frustrated when trying to find stores and facilities. Lakeside therefore sought a solution to address these challenges and enhance the visitor experience and increase repeat visits.
Goal
To provide shoppers with clear, easy to follow on the go directions that improve the overall shopping experience and reduce reliance on staff.
Approach
Living Map delivered an interactive digital wayfinding solution available via on site kiosks, mobile devices, and the centre’s website for pre arrival planning. The platform provides step by step directions and up to date centre information, creating a smoother, more seamless journey and allowing visitors to spend more time shopping and less time getting lost.
Living Map Solution:
Seamless Shopping Experiences
The digital map enables shoppers to navigate Lakeside with confidence, whether they are visiting for a quick purchase or a full day out. Clear, location-based directions guide visitors directly to stores, dining, and facilities without confusion. This creates a smoother journey through the centre and contributes to a more enjoyable and stress-free shopping experience.
Increased Dwell Time & Retail Engagement
By making navigation simple and intuitive, shoppers can spend less time searching for stores and more time exploring the centre. Easy access to store information encourages discovery, supports visits, and helps drive footfall across the destination. The result is a more engaging shopping environment that benefits both visitors and retailers.
Operational Efficiency
With clear digital directions readily available, staff spend less time giving wayfinding assistance and more time focusing on higher priority tasks and customer service. This improves operational efficiency across the centre while maintaining a high standard of visitor support.
Real Time Information
Through Living Map’s content management system, updates to store locations, temporary closures, and centre information can be published instantly. Changes to the space are reflected in real time on kiosks, mobile, and web, ensuring shoppers always receive the most accurate and up to date information. This flexibility allows Lakeside to manage a dynamic retail environment with greater clarity and control.
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