In recent years, rising theft in NYC has led retailers to lock up products, causing profit losses and frustrating consumers. While necessary for security, this practice inconveniences shoppers and staff, often leaving customers empty-handed. This project envisions a security and customer experience company that partners with retailers to provide solutions.
The Syntax app offers two solutions to improve the shopping experience: tap-and-go or self-service product unlocking, ensuring security and theft prevention. Syntax enhances efficiency and customer satisfaction while maintaining security by integrating a mobile app, AI-assisted self-checkout, a product-unlocking tablet, and a card vending machine.
Retail theft has surged in New York City, prompting many retailers to take precautions by locking up products to fight the increasing losses. Headlines recently highlight this issue, which has created an inconvenience for shoppers. Customers find themselves waiting for staff assistance to access everyday items like toiletries, electronics, or household goods. This added step has led to frustration among shoppers, who often prefer a seamless and efficient shopping experience. In response, some customers are opting to visit stores that don’t lock up products or choose the convenience of online shopping, which has negatively affected in-store sales for businesses.
The decision to lock up products is a double-edged sword for these companies. On one hand, failing to secure frequently stolen goods results in significant inventory loss, cutting into profits. However, locking up merchandise can also hurt revenue, as potential customers don’t want the hassle of asking for help or waiting an undisclosed amount of time. This puts businesses in a tough spot, as they weigh the risks of product loss against the potential for declining sales. While necessary to prevent theft, the trend of locking products ultimately poses long-term challenges for both shoppers and retailers in NYC.
I created a survey based on my research and identified consumer pain points related to locked-up products. The survey gathered both quantitative and qualitative data to explore various aspects of the shopping experience. Some key questions focused on whether respondents’ shopping habits had changed, if they had encountered locked-up products, and whether they now prefer shopping in person or online. Other questions addressed the process of unlocking products, how long customers waited for assistance, and their overall checkout experience, among others. These questions were designed to capture a complete picture of how locked-up products impact consumer behavior.
The survey findings revealed valuable insights into the challenges consumers face with locked-up products. For instance, many respondents reported that long wait times for unlocking products or lack of staff availability negatively affected their shopping experience, leading some to shift toward online shopping or stores with fewer locked-up items. This feedback highlights how product security measures, while necessary, can create frustrations that impact customer satisfaction and influence their shopping choices.
Syntax addresses these challenges with two innovative solutions. One option is an integrated system where customers can unlock products themselves using a tablet on the store shelves, combined with an app they download on their phones. This approach benefits both the consumer, who no longer needs to wait for staff assistance, and the company, as the app collects customer information, adding an extra layer of security to help prevent theft.
In addition to making the shopping experience easier, the checkout will be fast and easy. the checkout system will allow the shoppers to simply place their items on the table, with the help of AI the system will automatically scan the items placed and allow the customer to pay, eliminating the hassle of scanning errors and waiting for assistance.
The second solution offered by the Syntax system is a tap-and-go technology that allows consumers to use their cards to enter the store, with Syntax securely storing their information. For those without access to bank accounts or who prefer not to use their cards, Syntax provides its own cards, available at vending machines near the store entrance. Once inside, customers can shop freely and simply walk out of the store when finished—eliminating the need for checkout lines. Their method of payment is automatically charged, creating a seamless and convenient shopping experience for all.
