AR/VR applications in fashion retailing : An exploratory study on the effectiveness of virtual try-on technology along the customer journey

Sammanfattning: This bachelor thesis explores a virtual try-on interface in the context of the fashion product category. It is argued that virtual representations of product offerings can stimulate consumers’ purchase intentions, and thus, enact an online transaction. The purpose is to investigate how market-based AR/VR influences the behavior of consumers along the customer journey. A qualitative research approach was undertaken to answer the exploratory question. The context of the empirical bachelor thesis is the virtual try-on Synsam Style Lab where two qualitative research methods were conducted. These methods consisted of a document study on Synsam Style Lab and three synchronous online focus group interviews that laid the foundation of the thematic analysis. The purpose of conducting these qualitative research methods was to shed light on whether or not Synsam Style Lab could facilitate consumers’ online buying decision process. Consumers who saw convenience in Synsam Style Lab often expressed reasons related to the theme Alleviate. On the contrary, if consumers interaction with Synsam’s virtual try-on yielded negative experience, then their reasons were often in connection with the theme Insufficiency.  The context of this bachelor thesis is restricted to the fashion eyewear segment and does not represent the total fashion industry. Only members of Generation Y, also known as millennials, participated in the synchronous online focus group interviews. Therefore, incorporating the perspectives of other demographics could contribute to a diversified discovery of findings. Previous research has not explicitly investigated the influence of AR/VR applications on consumers’ engagement in a fashion retail setting. Hence, this bachelor thesis provides new dimensions within the field of market-based AR/VR applications.