In This New Era of Retail, We’re Testing New Ways to
Operate, and It’s the Customer Who Wins
November 4, 2020
This year has ushered in a new era of retail, and
customers are asking for retailers to show up differently.
Inventory speed – We recently developed an app that speeds up the time it takes to get items from the backroom to the sales floor. Instead of scanning each box individually, associates just hold up a handheld device, and the app uses augmented reality to highlight the boxes that are ready to go. Product gets on the shelf faster – something we all know is increasingly important.
First-time pick rate – We’re currently testing how we can use a combination of in-store signage and handheld devices to help our associates navigate to the right locations when picking items for an online order. So far, this simple change has reduced the time it takes our associates to find the items. In fact, the percentage of times associates find the item on their first attempt has gone up by 20% in some of the categories that tend to be our hardest to pick. What this means for customers is that their orders get filled faster.
Checkout experience – These stores will continue to build upon a new experimental checkout experience we introduced earlier this year to help transform a transactional experience into a relational one. We will continue to test different hardware and software solutions focused on enhancing, and even re-imagining, a contact-free checkout experience for customers.
In this new era of retail, assets that used to serve a single purpose will transform into flexible, scalable assets that can be used in multiple ways to serve customers how, when and where they need. Evolving our stores is just the beginning. In the coming weeks and months, we’ll share more about how we’re reimagining our other physical assets to better serve the needs of customers today and into the future.