Project Description

Digital Transformation Strategy

6x efficnency achieved.

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Digital transformation success story- efficient retail business and a happy employee

Company

Operates more than 1,000 stores across 49 states and generates annual sales of roughly $19 billion.

Challenge

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 there are multiple stakeholders with conflicting priorities, including several third-party vendors? Store employees needed six tools on their belts, including a legacy device with the barcode scanner, 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.

Solution

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 task, prioritize them, 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 coming back to PC station to actually finish some of the tasks.

We identified gaps and addressed problem areas, 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 is or if it was in the inventory at all. If it wasn’t in the inventory, employees were now able to tell customers that another if store had the specific product in inventory and how to get to that store. As a result, customer engagement improved significantly.

  • Digital Transformation Strategy
  • UX Research

  • UX Design

  • App Development

Error Reduction
Productivity Improvement
Reduction in Training
Time to Market Improvement

Results

Store employee productivity increased. Errors were drastically reduced. The experience for picking, packing and inventory users improved. The customer experience improved.

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