H&M’s deserted digital catwalk in its new Times Square store
I’ve been looking forward to visiting the new H&M store in Times Square since it opened last Thursday off the back of the tech innovation it’s supposed to house. As per the headlines that ran:
I finally got there last night, but unfortunately was sorely disappointed.
Don’t get me wrong, from the moment you walk in the space feels fantastic; it’s high energy and it looks beautiful. Three floors and 42,000 square feet of great design, only enhanced by the huge volume of fluorescent signage throughout. But the technology story that’s dominated the press, well… none of it was working.
In the first instance, there are mannequins with screens in front of their faces supposed to play videos, display photos and showcase special deals. Screens that on a busy Tuesday night the week before Thanksgiving in the US, were switched off (as pictured below). All of them.
Then there’s the fitting room checkouts. Not a high tech initiative, but certainly a forward thinking one to help bust queues in a store that’s on one of the most trafficked corners of New York City – 42nd Street and Broadway. Again, closed. And the store was busy.
The blank digital screens in H&M’s new Times Square store
It was the mezzanine level with its dedicated DJ booth supposed to “spin music continuously”, and digitally-enabled runway, that I was most looking forward to. There, shoppers should be able to pose for a series of photos in pieces from the H&M line, and then see themselves displayed on one of the other LED screens around the store (there are 7,000 square feet of LED screens in total, including two 30-by-20-foot ones on the outside of the building).
As per WWD: “Shoppers choose an outfit in the nearby dressing rooms, enter their e-mail address into a computer and await the signal: ‘Walk’ on a red flashing sign. Each ‘model’ is told what time his/her image will be on view on the screens inside and out. Images sent to shoppers’ e-mail accounts can be used on social media.”
When I arrived on that level at about 5.30pm last night, there was no one to be found, not even the DJ (as the top picture shows). A lone sales associate clearing up behind the desk said she hadn’t seen anyone on the catwalk all day so she presumed they weren’t using it. I asked another on the ground floor who said she wasn’t sure but assumed they just had it turned off for the day, and another who said it was broken so she thought they weren’t able to use it. None of them were 100% confident about what was going on.
The computer next to the runway also displayed an error message regarding potential damage to its battery life if left plugged in (as pictured below). I was in the store for about an hour and nothing changed, though I didn’t overly expect it to as the story was the same on Monday night when a colleague of mine also visited.
The disappointment of all this for me is nothing to do with the fact a few glitches mean things aren’t working right now, but more that it’s such a sign of what retailers are achieving at present across the board – aiming too high and delivering too low. No wonder there’s constant push back from senior management about ROI.
There’s a huge amount happening with in-store technology, and a lot of it really exciting stuff that garners an enormous amount of press coverage, but does it really mean anything at all if it doesn’t work merely a few days after the big launch party when most of the journalists have walked away? A classic tale of smoke and mirrors.
I’ve had other experiences recently where I know something is working in a department store but it’s supposed to be a guided experience and without a sales associate on hand to demonstrate it to me I can’t participate in it. That’s essentially the same issue; an attempt at tech integration failed at the first hurdle, that being enabling the consumer to even use it.
There are a lot of arguments about the pros and cons of retail technology these days – from making it feel seamless to the shopper rather than gimmicky and unrelated to the persona of the brand, to ensuring staff are rightly trained to use and demo it – but I would argue the most important thing of all, and I think you’ll agree, is that there needs to be a commitment toward it working for longer than just on opening night.
The empty mezzanine level of H&M’s new Times Square store
H&M’s empty DJ booth in its new Times Square store
An error message on the digital runway screens of H&M’s new Times Square store
An error message on the digital runway screens of H&M’s new Times Square store
A blank digital screen in H&M’s new Times Square store
H&M’s new Times Square store
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Tags: #hmtsq, catwalk, comment, digital, experience, fail, fashion, H&M, Hennes, in-store, Lady Gaga, new technology, New York, retail, retailer, shopping, tech, technology, Times Square, virtual, virtual catwalk
fashion and mash 
2013: a designer meets digital year in review
23 DecWhat a busy year it’s been…
From 3D printing taking its first trip down the New York Fashion Week catwalk, to the launch of Vine and Instagram videos, not to mention the continuing debate about the role of bloggers as influencers, the increased focus on the potential market size of wearables, and Oxford Dictionaries’ word of the year as ‘selfie’, one thing after another has rapidly impacted the role of innovation in this niche fashion x digital space.
Below then, are 10 of the posts you loved the most on F&M this year. It’s an interesting collection, nodding to familiar ideas like storytelling and crowdsourcing, as well as higher quality content, and a general reassessment of what it is that actually works in this space. Video content does of course also have its place, as does the continuing power of celebrity.
Thank you for reading and see you in 2014!
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