8. Convenience
Voice and Image
Search
Team Member
Notifications
(in pilot)
AI BOPIS Order
Pickup
(in pilot)
Neighbor’s Club Member John
Smith has entered the store.
13. What is Stitch Fix?
Online personal styling service helping people find the clothes they love through
personalized shipments of apparel, shoes and accessories.
6,500+ employes
5,000+ stylists
125+ data scientists
1,000+ brands
3.4 million clients
$5bn worth of merchandise sold entirely on recommendation to date.
14. Themes in retail
The bar for compelling
personalization is rising
Competing on anything other
than price and logistics
requires offering something
more
More stuff, cheaper is not
always better
15. There is too much stuff
There are too many options
when shopping online,
causing a burden of search
and discovery
Research shows that people
who are presented with a few
options rather than many
make better, easier decisions
16. A long history of personalization
In some ways, personalization is old-fashioned
25. Styling at Stitch Fix: expert human curation
Human curation
Algorithmic
recommendations
26. Lessons from Personalization at Stitch Fix
Lesson 1: Feedback loops enable personalization at scale
Lesson 2: Client incentives matter
Lesson 3: Feedback can be fun
33. You need the data!
Personalization depends on knowing your clients
34. Broken feedback loops
Why don’t traditional retailers have this data?
● They don’t know they need it
● Their clients have no good reason to give it to them
Recall, the bar is high. You want to know every client!
35. Broken feedback loops
?
Weak or missing altogether
Unclear what the customer thinks about what they bought, much less others items
36. You need the data!
The best way to get data from your clients is for them to want to give it you!
Compelling self-interest drives feedback loops
● First order benefit (very compelling): your experience gets better!
● Second order benefit (less compelling): your feedback helps Stitch Fix /
other clients
42. New ways data science is driving greater client engagement and business impact into 2020 and beyond
Shop Your
Looks
Shop New
Colors
Inventory
Optimization
Algorithm