6x efficiency achieved
UX design-led mobile app development success improved productivity in 1100+ stores.
Operates more than 1,000 stores across 49 states and generates annual sales of roughly $19 billion.
How do you reduce six different tools to just one? How do you increase customer engagement? How do you reduce time on mundane tasks? How do you achieve digital transformation success when multiple stakeholders have conflicting priorities, including several third-party vendors? Store employees needed six tools on their belts, including a legacy device with the barcode scanner, a cordless phone, and two-way radio. This made picking, packing, and taking inventory of products cumbersome and time-consuming. Human errors meant that public-facing information about products in inventory rarely reflected what was sitting on backroom shelves. The experience was frustrating for both the employees and the customers.
We produced measurable business outcomes by collaborating with client stakeholders, employee users, and customers. A digital transformation success requires close collaboration with stakeholders.
Our approach to achieving business goals involved researching, analyzing, and documenting current offline processes. Then the future state with digitized touchpoints within employee and customer journeys. Digital strategy to follow up with to research and design a conceptual solution, all within the given budget, timelines, and technology capability. In the next steps, we designed UX, developed apps, and worked with internal teams and multiple third-party vendors to see through precise implementation.
We designed and developed multiple apps/app suite that helped employees plan tasks, prioritize them, and take the best routes within the store for picking, packing, and inventory management. All of that, on one smartphone, meant not having to carry multiple devices or come back to the PC station to finish some of the tasks.
We identified gaps and addressed problems so customers and employees saw the same information. When a customer asked for a product with a specific color or size, employees could accurately tell where that was or if it was in the inventory. If it wasn’t in the inventory, employees could now tell customers that another store had the specific product in inventory and how to get to that store. As a result, customer engagement improved significantly.
Reduction in Training
Time to Market Improvement
Store employee productivity increased. Errors were drastically reduced. The experience for picking, packing, and inventory users improved. The customer experience improved.