Retail, Reimagined

How can we inspire others to reimagine store processes?

A speculative project re-imagining the retail associate experience within ADUSA.

Client
ADUSA

Role
Project strategy and planning, end-user research, storyboarding, workshop facilitation

Length
10 weeks

Rave reviews

“This is SUPER helpful for us to visually see what it could be, appreciate the work!”

— Brand stakeholder

“This is the solution we're looking for, it’s more modern, more connected.”

— Brand stakeholder

The problem:

Thousands of new handheld scanning devices for retail associates have been rolled out to local brands across the US, replacing badly outdated equipment.  

However, our client found that even with the new technology in hand, item processes in stores were still overwhelmingly reliant on manual, labor-intensive processes that place a heavy burden on store associates.

The challenge:

Identify item process pain points and create a blue-sky storyboard to align and inspire the brands with what’s possible.

We started by conducting 24 in-depth interviews with associates positioned in different areas of retail stores.

Using this research, we developed insights for in-store process pain points, How Might We statements, and associate personas to help contextualize store frictions with stakeholders.

Associate personas

Insight: UI Friction Across Interfaces

We found that existing systems and apps suffer from outdated interfaces, poor visual organization, and inconsistent user experiences. Retail associates struggle to find important information and need to navigate several screens, systems, or devices for even simple tasks.

Usability & Navigation

How might we improve the consistency and usability of systems and apps so associates can easily navigate them?

Information Hierarchy

How might we prioritize and organize content on screens so associates can easily find relevant information without needing to reference multiple screens?

Multipurpose Use

How might we reduce the number of systems, apps, and devices associates use to complete tasks so that we can streamline processes?

Insight: Manual Processes

Manual processes remain common inside stores due to outdated documentation that often relies on paper-based materials, leading to data accuracy concerns. Associates over-compensate by completing tasks manually, adding time, inconsistency, and inefficiency into store processes.

Ordering

How might we streamline the overarching process for ordering in a store so that associates can easily and accurately order items?

Receiving

How might we reimagine the process for receiving store shipments so that items can be easily and accurately accepted into stores?

Pricing, Tags & Signs

How might we improve the process of adding tags and prices to items to reduce the time and labor involved to show accurate pricing?

Item Disposal

How might we consider the process for removing and/or transferring items so that associates can efficiently dispose of or repurpose items that can’t be sold to customers?