Distilla Strategy’s Jeremy Sankey examines Australians’ attitudes towards DIY as well as the DIFM (Do-It-For-Me) and DIWM (Do-It-With-Me) alternatives during the long lockdown.

Why it matters

Retailers must redefine the key needs and pain points of the customer experience when consumers are making the DIY or DIFM decision, and those with a deep understanding of the purchase journey and can reimagine the researching and shopping experience will benefit the most.

Takeaways

• Instead of DIY and DIFM, DIWM is a service retailers and restaurants provide that brings their skills to consumers.
• Mobile apps drive consumer empowerment and...