Inclusive Store Development
Inclusive Store Development
Issues Related to Society and Shopping Centers
Developing comfortable stores requires tracking the issues faced by Japanese society and shopping centers in terms of both store environment and empathy (customer service) and addressing these issues to ensure enjoyable shopping and peace of mind for all.
Initiatives for Product Development
Co-Creation with Customers
We are implementing universal design concepts at Marui and Modi stores throughout Japan. For example, when developing Hakata Marui, we incorporated the input of various sources, such as Kyushu University and Lifestyle Design Lab. These organizations helped us identify issues faced by people with disabilities at shopping centers through workshop-style investigations, and we also received feedback from various individuals for input in store development.
Customers using wheelchairs were invited to participate in planning meetings
Mirairo inspected facilities to verify ease of use
Charging spaces equipped with outlets were established to provide peace of mind to customers shopping using electric wheelchairs
Audio guidance is offered on the first and second floors in part to guide customers with vision impairments
The heights and functions of chairs on each floor were changed to offer comfort to various customers
Signs displaying distance to restrooms were installed to offer peace of mind to senior citizens and customers using wheelchairs
HARA8 Food Court
In 2019, HARA8, MARUI GROUP's first food court, was opened on the second floor of Marui Family Mizonokuchi.
Concept Planning Meetings with Customers
In preparation for the opening of HARA8, we began holding planning meetings with customers at Marui Family Mizonokuchi in February 2017. A total of 529 such meetings were held, which saw participation from an aggregate total of 2,700 customers. In addition, joint store development efforts were undertaken together with a total of 38 business partners.
At planning meetings, we received input from customers indicating a desire to eat a variety of different dishes with small portions and to be able to find small snacks that can be eaten in between meals or before dinner. This input provided hints regarding times, portion sizes, and other elements of operation that helped us respond to a diverse range of dining needs.
HARA8 food court
Planning meetings with customers
Concept Shops
MARUI GROUP is developing concept shops based on the themes of sustainability, well-being, and personalization at Shinjuku Marui Main Building and Ueno Marui. These concept shops represent a new form of service and venue MARUI GROUP offers for small business operators, who might want to open a physical store location but lack the necessary resources and expertise. We thereby aim to support such business operators in taking their first step toward transitioning from being an exclusively online operator to having a physical presence. Concept stores are staffed and operated by MARUI GROUP employees with expertise in sales floor management and customer service and feature a robust lineup of products that are friendly to both people and the environment.
Messages to Customers
MARUI GROUP aims to be a leader in developing products, services, and stores that bring joy to all customers, regardless of their age, gender, or physical characteristics. In this manner, we strive to guarantee that a pleasurable store experience can be had by people with and without disabilities and by members of the LGBTQ community and other individuals that do not conform to traditional gender categories.
TOKYO RAINBOW PRIDE
MARUI GROUP's involvement with TOKYO RAINBOW PRIDE*1 began in 2016 with its participation in TOKYO RAINBOW PRIDE 2016, an event arranged by this organization. It was at TOKYO RAINBOW PRIDE 2017 that we first opened a booth at the event site. At this booth, we exhibited a lineup of all sizes of Rakuchin Kirei series shoes, Rakuchin Kirei series pants, and Order Suits. Many visitors tried on pumps, which were provided in sizes ranging from 19.5 cm to 27.0 cm, and business shoes, which were provided in sizes ranging from 22.5 cm to 30.0 cm.
In 2018, we continued to display the Rakuchin Kirei series while also holding an OUT IN JAPAN*2 photograph exhibition. For the exhibition, we helped coordinate the outfits of 153 groups comprising 179 people by supplying them with outfits from MARUI GROUP's VISARUNO and ru private brand lines.
MARUI GROUP once again took part in the parade at TOKYO RAINBOW PRIDE 2019, this time launching its first float. In the parade, a total of 126 employees and family members marched through Shibuya while wearing original MARUI GROUP rainbow t-shirts. Meanwhile, rainbow flags were displayed at MARUI GROUP stores. Shibuya Marui and Shibuya Modi, which are located near the site of TOKYO RAINBOW PRIDE 2019, worked together with TOKYO RAINBOW PRIDE to hang 237 rainbow flags throughout the Shibuya Koen Dori street business district. This gesture was meant to encourage Shibuya to be a place that is accepting of members of the LGBT community and of a diverse range of other individuals.
*1
Organization with a motto calling on people to be proud and enjoy being themselves and that seeks to help create a society in which everyone is able to live optimistically and to be themselves, regardless of their sexual preference or their sexual identity; the name "TOKYO RAINBOW PRIDE" is also used for the organization's events
*2 Project designed to place the spotlight on members of the LGBT community and other sexual minorities in Japan by having various photographers take diverse portraits of everyday individuals falling into these classifications; the project aims to compile a gallery of 10,000 people over the next five years
TOKYO RAINBOW PRIDE 2019 parade
Rainbow flags hung throughout Shibuya Koen Dori street business district
MARUI GROUP online corner at TOKYO RAINBOW PRIDE 2021
Pride House Tokyo EPOS CARD
Group credit card company Epos Card Co., Ltd., offers the Pride House Tokyo EPOS CARD in collaboration with Pride House Tokyo*3 with the goal of supporting the LGBT community. The ¥500 issuance fee for this card is donated to LGBT causes and the points accrued based on card usage may be allocated to donations. As such, the Pride House Tokyo EPOS CARD provides an easy opportunity for anyone to take the first step in supporting the LGBT community.
*3 Project that seeks to create spaces in which people can feel at peace regardless of their sexuality or gender in conjunction with international sports events
Credit card
Prepaid card
Co-Creation with Para-Sports
MARUI GROUP has concluded a partnership with the Japan Blind Football Association (JBFA) through which it is engaging in various other co-creation activities.
In June 2020, MARUI Blind Soccer Park was opened at a MARUI GROUP training center. This facility was designated as an official Japanese national Paralympic Team Training Center for use by the national five-a-side football team.
MARUI GROUP plans to continue co-creation with blind soccer and other para-sports in its efforts to accommodate all customers.
MARUI Blind Soccer Park, Japan's first dedicated blind soccer court
Attached clubhouse employing design principles
Athletes of the Japan Blind Football Association
Improvement of Customer Service
Examinations of Diversity in Customer Lifestyles and Physical Characteristics Through hospitable customer service, MARUI aspires to deliver environments that offer an enjoyable shopping experience to all. For this reason, we provide opportunities for employees to examine what exactly constitutes an environment in which everyone can find enjoyment and to gain knowledge about how to offer such environments to all.
Diversity Training (Special Service Caregiver Training and LGBTQ Sensitivity Training)
Through special service caregiver training and LGBTQ sensitivity training, MARUI GROUP employees gain basic knowledge on these subjects to help them be considerate of the need for and contribute to the development of environments that are comfortable and enjoyable for all. In October 2020, these training sessions were changed from face-to-face Group training to online video training to enable as help employees as possible undergo training in the midst of the COVID-19 pandemic.
Diversity training page on MARUI GROUP Net site
Universal Manner Placement Examination Program
The Universal Manner Placement Examination program is a certification program run by the Japan Universal Manners Association. This program is designed to teach about the type of mindsets and behavior necessary to properly interact with a diverse range of people. The curriculum is developed under the guidance of differently abled lecturers, making for a course that does not just tell individuals about the safest approach but rather endows them with a refined approach enabling them to offer true comfort and joy to others.
Employees with rank 3 certification
