AI ON THE SHOP FLOOR: A/B TESTING POCKET ASSISTANTS
STAKEHOLDER INTERVIEWSRAPID PROTOTYPINGA/B TESTING
3 min read
Australia’s largest retail drinks network spans over 1600 physical stores run by over 4,800 shop staff impacting nearly 80% of the beer, wine, and spirits purchases in the country. Pressed by labor shortages in retail and high employee turnover, this parent company knew they had to re-imagine floor-staff sales training to keep the in-store customer experience from dwindling.
The client hired an international human interaction design agency to help them connect these dots and bring to life a novel digital solution. I played a key role in the strategic planning and execution of the project while owning all research activities.
Shop staff are well-versed with the inventory.
Customers' interests & habits are reflected in the store experience.
Product knowledge drives customers to create new purchasing habits.
Desk Research: Best Practices
Customers want help and advice to narrow down their options and select the right products for their occasion.
Exceptional in-store experiences are sparked between shop staff and customers when:
Interviews: Industry Experts
4,800 Shop Staff need support to confidently deliver thoughtful recommendations to customers in-store.
Interviews: Shop Staff
Define Objectives
Design Principles
Workshop Tactics
Technology prompt cards were shared every 15-mins to stimulate thinking in different directions.
Workshop Output
different concepts informed by a mix of shop-staff, sommeliers, and corporate team members
Ideation Workshop
RICE scoring model for feature prioritisation in roadmapping
Sample prompt: "What if you could explore using an intuitive touch interface?"
Reach, Impact, Confidence, Effort
4
2
prioritized concepts to move forward into the desgin phase
Two solutions were brought to life through clickable prototypes on InVision.
Rapid Prototyping
A
B
A/B testing compared the two versions of the app to identify which features performed best amongst shop staff.
Sample size: 10 shop staff
Concept testing
Session length: 40 min
Concept refinement
Prototype testing provided key guidance into the refinement of one ideal solution
Next steps:
Launch solution in stores and measure impact.
Recruitment:
30 in-store staff
12 recommendations per staff member
Quantitative Evaluation