at your service‌
Introductio n
Contents
Brief
Researc h
Targe t Users
Discove r
Persona s
Key Insigh ts
Define
Final Concep t
Proposal
Storyboard s
Develo p
Iteratio n
Outlook
Feedback
Deliver
Brief
“
Workload
Loyalt
How should we equip our colleagues to best y respond ‘in the moment’ to answer queries Valu they are asked in from customers, wherever e store LocatioColleague n s
Availabilit Servic y e
Recommendatio Customer n s
To be the most trusted retailer, where people love to work and shop.
”
Target Users
Primar y
Colleague s
• Age • Ability • Digital Maturity
Secondar y
Customer s
Researc h Fly-on-the-wall Observation Secondar y Research Primary Research
Service Safari
Shadowing
Interview (Colleague & Customer) Store Visit
Researc h
“
Helping customers is helping us
”
Analysis
Key Insights Colleagues knowledge varies
Information overload
Enjoy interaction Help customers Help colleagues
Treat customers as individuals
Most popular question – location
Range of questions at every stage Customers use smartphones for research
Prefer selfservice
Custom er
Colleagu e
Diverse customer groups
Primary Persona John Brock 29 years old 8-year Sainsbury’s colleague Fresh department
“
I love my job – I love helping people out, putting a smile on their face made my day.
”
Secondary Personas
“
Betty Evans 72 years I wouldold like to ask somebody
for help. People are kind and I love talking with them.
”
“
Julia Wright 32 Rob Wright We love 34 our son so much and really care about the food ingredients, although sometimes it is quite hard to find gluten free food.
”
“
Bert Johnson 21 years old
Life is pretty busy at the moment – but after my last coursework hand-in revision will be more manageable…I think…
”
Storyboa rd
Storyboa rd
Storyboa rd
UX Vision
“
Create
To find a solution for customers to help themselves while equipping colleagues with the necessary knowledge.
Develo p Customer s
Evaluat e
�
Proposals
1
2 3
User Testing
Shopkeepe r
•
Customer can help themselves
•
Stores all the necessary info
App: • Whole shopping journey partner • Own personalised shopkeeper
Kiosk: • Help button – non digital solution • Adjustable language and font size
Shopkeeper App
Customer App
Shopping Search List Function Function
Colleague App
Reply Contact To Other Customers Colleagues
Shopkeeper Kiosk Hi, shopkeeper! Could you tell me Touch where can I find Screen mooli?
Hello! Mooli is in Aisle 3, Section 5 Help Button Voice Input & Output
How Does Shopkeeper Help
Outloo k
Next Steps: • Apply user feedback • User testing: the concept against the open questions
SHOPKEEPER DESIGN
THANK YOU FINAL PRESENTATION