自新冠肺炎疫情爆發後以及根據益普索新型冠狀病毒消費者追蹤調查(Ipsos Coronavirus Consumer Tracker Survey) 指出，有6% 的受訪者提到他們嘗試了新的外送平台app和6%則使用了從沒用過的生鮮雜貨外送app (grocery delivery apps)。此外，有15%的受訪者提及疫情讓他們更常使用預購和到店取貨的服務(Pre-order and pickup of groceries) 和15%則使用了配送到府(home-delivery) 的服務。益普索專職使用者體驗的資深副總經理貝里克(Yana Beranek) 認為「現在由於疫情緣故促使了消費者轉向線上購物，面對這股行為的轉變趨勢零售業者能藉機帶動消費者到線上購物。」在新的服務中，最讓民眾備感困惑的是生鮮雜貨平台app尚未訂定出一套該如何運作的標準作業流程。就消費者而言他們面臨了產品與品牌的氾濫，但最終仍將選擇一個更容易上手且淺顯易懂的app。
Since the COVID-19 crisis began, 6% of people say they’ve tried new food delivery apps and 6% have tried grocery delivery apps that they had never used before, per the Ipsos Coronavirus Consumer Tracker survey. Survey respondents also report doing more pre-order and pickup of groceries (15%) and home delivery of groceries (15%) due to the COVID-19 crisis. "Right now, shoppers are considering online grocery services due to the pandemic, so retailers have an opportunity to convert customers to digital,” says Yana Beranek, an Ipsos senior vice president-UX. “As a new offering, there aren’t yet clearly defined design patterns for how grocery apps should work, and it can be confusing. Since users have a lot of choices, ultimately, they will often choose the shopping app that is quick, intuitive and easy.”
For retailers and brands to satisfy all of these needs requires a multichannel user experience approach to make shopping intuitive, quick, easy and safe. By doing so, they can improve their chances of winning over shoppers for the longer term.