Through research, visits and interviews with potential customers and staff, many issues were raised about the effectiveness of The Salvation Army in the collecting and selling of donated items. These issues were analyzed and found to stem from a key problem: an unpleasant retail experience at the Salvation Army Thrift Stores.

Give & Tag aims to achieve a pleasant and inclusive retail and donating experience at the Thrift Store. Here, the Donor is also the Buyer, eliminating the problem of having more donations than purchases.

The concept of self-sorting injects dignity and delight into the store experience and at the same time upholding the quality of donated items. It no longer becomes the buying of someone else's 'junk', but rather a more positive idea of passing it on.

Video - Give and Tag

Store layout is in the form of a showroom, where donors are able to control the presentation and sale of their donations.

Proposed customer journey map.

Touchpoints in the service system map contribute to the whole customer experience.