Creating a mess! Design strategies for managing visual complexity in second-hand shops

Enhancing the consumer experience in second-hand shopping is essential to support the sustainable reuse of products. Up to 80% of shopping decisions are unplanned, making store design significantly important. However, knowledge of the design strategies utilized in second-hand shops is limited. Second-hand shops grapple with store design challenges due to their vast array of unique products, resulting in high visual complexity and clutter. Current literature links such visual clutter to consumers' feelings of cognitive overload but also shows it connotates creativity. This study investigated the design strategies of professional second-hand retailers through observations (n = 25) and interviews (n = 10). It identified seven design strategies divided into two: clutter-reducing and clutter-reframing strategies. The research offers an overview of strategies for managing visual complexity in second-hand shops and discusses harnessing clutter's creative potential. This work enhances our understanding of design's role in sustainable consumption.