Over the weekend we drove to Kansas City and along the way, we saw a brand new Kohl's that had been built along I-70. As we passed by, my wife exclaimed "What an abomination!". I couldn't help but totally agree with her that it was indeed extremely ugly, and it stood out like an emo kid at a senior center Wii bowling tournament. The architects obviously thought to create something that acted as a billboard, showing no respect for the surroundings or environment while saying "Look at me!".
Why do so many people, including me, go to these stores? I don't think I have ever enjoyed my experience at a Wal-Mart, Kohl's, or Target. They are bland, vanillin environments that depress me rather than lift my spirits. The only time I've ever felt happy in one is if I've seen someone I know and they tell me a joke. I want to understand why these are so popular. Maybe Donald Norman can tell me.
Three Levels Of A Big Box
In Norman's book, Emotional Design, he talks about three levels of design:
- Visceral Design - Appearance
- Behavioral design - The pleasure and effectiveness of use
- Reflective design - Self-image, personal satisfaction, memories
Norman says this about the Reflective level:
Of the three levels, the reflective one is the most vulnerable to variability through culture, experience, education, and individual differences. This level can also override the others....Reflective design, therefore is about long-term relations, about the feelings of satisfaction produced by owning, displaying, and using a product. A person's self-identity is located within the reflective level..[1]
Now granted, he's talking about the design of products in a simplified manner, but I think we can apply this to how we interact with all design. I feel that there is no doubt that big box stores fail at the first two levels. They are neither beautiful nor enjoyable to go to. There are too many choices, long lines, other stressed out people, hard to navigate, etc., etc. Honestly, I don't think they care that they are failing miserably at those two levels. Here is their genius. They know that the reflective level trumps the other two, and if there's one thing about Americans, our weakness is our self-identity. We want to be rich, feel rich, and have riches. To us, that is of vital importance because riches mean worth. Let me explain.
Conclusion and Philosophical Rant
When I lived in Boston, I didn't have a car and would walk to get my groceries at what some would say to be a small grocery store. I didn't feel very rich going to that grocery store because I didn't have many choices and it wasn't very convenient. I usually couldn't get something that I could have gotten at a Wal-Mart, and it definitely wasn't as cheap. The other problem was that it was just a scaled down version of a big box chain of grocery stores. So, the only thing this grocery store had going for it was that it was the closest to me.
When I go to a Wal-Mart, Kohl's or Target, I feel rich. I can buy anything in that store if I wanted to. And there's alot of junk to buy! I can ignore all the bad experiences I've had at the visceral and behavioral levels because big box stores make me feel rich and therefore important.
What do you think? Give me your observations.
1. Norman, Donald. Emotional Design: Why We Love (or Hate) Everyday Things. New York: Basic Books, 2004. 38.