The innovation team had done some earlier research, and a provocation that came from it was, "How do we give confidence around gift-giving?". My task, to answer this ambiguous question with very little to go on.
Framing the Design Challenge
How might we help customers, who don’t know what gifts to buy, feel confident in purchasing a gift for a person they care about?
Primary - 11 Interviews
Qualitative interviews aimed at understanding the behavior and psychology behind gift giving and receiving. Uncovering the go-to’s, the rituals, the values, the needs, the friction, and the hacks.
Ages 24 - 72
Right out of college
Stay at home moms
Full time employees
Digging deeper into stories, solutions, studies, business, technologies, disruptions, and innovations that drive gifting.
The Atlantic | Fashion Blogs | Gap Inc. Internal Reports (Strategy, Marketing, Case Studies) | Social Psychology | YouTube
Gifting is highly emotionally charged. It is an extension of the relationship bolstered by self-gratification. Budget has little meaning when buying the right gift.
Gifting begins with a reason (trigger).
GETTING IT DONE
Not a close relationship.
Being told what to get.
You have to get something.
Timing is tight.
GETTING IT RIGHT
Truly knowing the recipient.
An exclusive feeling.
"Well, when you know someone well enough, you just see it and go, 'perfect'."
“I’ll just run into the mall and go somewhere really quick. But then I feel bad because its not putting in as much time thinking about it.”
Within a relationship (close or distant), the strength of the relationship correlates with the amount of personalization and sentiment in the gift.