This chain of mall falls under a renowned group which undeniably one of India's finest shopping destinations, with state of the art infrastructure, technology and management. They are one-stop destinations for shopping, entertainment and food and amongst the first to be certified with ISO 9001-2008 (specialized for Quality Management System) and ISO 14001-2004 (specialized for Environment Management System) in Northern India.
The mall was facing difficulty to navigate & many times it happened that visitors had limited time for shopping for what they are looking.
Communicating all the information which Shopping Mall wants the users to know through physical or non-interactive digital kiosk wasn’t easy. They lacked the same.
Enquiry & feedback were handled manually because of which there was no track and hence no improvement on Customer Satisfaction (CSAT).
Apart from physical banners/hoardings, they didn’t have any reliable medium to give an update regarding movies, brands, etc, to the general public.
Mall wanted to have a medium which can be best utilized for generating revenue by them. By selling the space or doing promotions of brands, they wanted to cash in.
Mall did not have any medium to provide information on things like how and where a wheelchair or special stairs will be provided to the differently-abled, places like baby feeding room are not conveyed properly.
Communicating all the information which a visitor/stakeholders who are in the mall, wants to know is not that easy through manual intervention or non-interactive kiosk. They wanted to have an all-in-one kind of interactive system to address the same.
It is a problem faced especially by new visitors. They don't get information about nearby areas which could be a potential medium of tourism.
Not only an information medium but the mall also wanted a medium to check the performance of the tool so that it can help them to increase revenue and ROI.