Brick-and-mortar
stores remain an important part of the retail industry, even in a predominantly
digital age. Generation Z, the newest consumer group, is reshaping the retail
industry by approaching shopping as both an experiential and social endeavor influenced
by social media. Limited research has documented how physical retail
environments support these needs. This study examined the impact of the built
environment on the shopping experiences of young adult women (ages 18–25).
Using photo-elicitation surveys and the 5E Experience Model (Entice, Enter,
Engage, Exit, Extend), participants documented and reflected on individual
retail journeys. Findings show that social media strongly influenced store
choice, while spatial layout, store design, and inclusive practices shaped both
psychological comfort and overall shopping experience. The results provide
insight into the expectations of Gen Z shoppers and may help designers and
retailers seeking to create engaging, inclusive, and socially connected stores.
