Inside MAC Cosmetics’ First Interactive Experience Center in Shanghai
The center blends product discovery, social engagement and purchase into an immersive journey, making it one of the more sophisticated interactive retail experiences in the cosmetics category in China.
Created by Wunderman Shanghai and led by managing partner James Bay, the center was the result of six months of research to understand Gen-Z‘s makeup purchase behavior. This was done through cognitive walkthroughs, exit interviews, and focus groups.
Upon entering, digital totems greet customers and invite them to scan for a WeChat check-in, instantly displaying a personalized greeting. MAC’s WeChat mini-programthen becomes the touchpoint for the entire store experience.
In the lipstick section, a virtual makeup mirror enables customers to sample 18 MAC lipstick colors in 30 seconds.
In the eye shadow section, customers can choose from six influencer-created palettes and then tailor them to their own tastes, through the brand’s WeChat mini-program, which also handles payment and pickup of their custom 3D-printed palettes.
The foundation section uses an infrared touchscreen to match shades with the customer’s complexion.
Also, the 2nd floor of the center contains an open space for master classes and KOL (key opinion leaders) events.
According to Mark Jiang, brand general manager, of MAC Cosmetics, the “true M·A·C experience is founded in a traditional retail environment”, despite the brand’s strong e-commerce presence.
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