Lego’s most important feedback often comes from six year-olds, says the brand’s head of retail innovation, Martin Urrutia.
Speaking to Rachel Arthur at this year’s World Retail Congress in Madrid, Urrutia says focusing on the relationship between the user and the brick, and constantly listening to consumers’ wants and needs, has been pivotal to the Danish brand’s longevity.
“Prior to rolling out anything important in our stores we actually sit at a table and present this to children and listen to them. And of course sometimes you say ‘Am I going to let a six or eight year old child tell me what to do in store?’ and the answer is yes, of course. If you present this to them, if you listen to the feedback, it’s going to be interesting,” he explains. “I’ve seen so many companies changing their essence and changing many things,” he says, “and the only question that comes to my mind is – have they really asked their core users what they want?”
In order to serve all types of consumers with the right interaction, the brand prides itself on being truly shopper-centric. Understanding the consumer is particularly key to a brand that is in the unique position of having such a vast fanbase – from small children to much older adults. This means engaging with core fans through a continuous conversation informs not only R&D, but also store design and interactive experiences. There have been many ideas that looked good on paper but were scrapped when they received negative feedback from real consumers or partner retailers, Urrutia explains, for instance.
During the episode, he talks to the idea of store experiences that engender memories, and always bringing in an element of play to everything the Lego brand does. Such is the importance of the physical toy for the 85-year-old company, in fact, that it is often found in its meeting rooms worldwide, and its workforce takes one day a year to put work aside and play with the brick themselves. This internal strategy feeds into a larger purpose that encourages customers to play and engage with the toys at any given moment – be it at home or in any one of the brand’s increasing retail spaces.
Throughout the conversation, Urrutia also explains about the importance of choosing the right technology for retail; both that which is easy for staff and customers alike to interact with, but also simple to update and scale. He also notes other imperative brick-and-mortar retail tools, such as an invested and knowledgeable staff, as well as ensuring that there is something for everyone within that physical space.