TOUCH IOT WITH SAP LEONARDO PROTOTYPE CHALLENGE

Transcription

1 TOUCH IOT WITH SAP LEONARDO PROTOTYPE CHALLENGE SMART TROLLEY

2 A retail store manager s main responsibility is to ensure that customers have a great shopping experience. He has to check there are no congestion zones and customers can move freely without spending lots of time negotiating their way. He also ensures right product placement so customers don t have difficulty in finding the required product. At the same time a store manager finds ways to increase store s sale. He needs to know the customers and their buying pattern which can help with cross sale and up sale opportunities by placing a combination of products and sending relevant offers. In short, more information about customer s in-store experience and shopping habits will enable store manager to make informed decisions. 2

3 Justin Henk Retail Store Manager at Greens Corp. I love challenges and believe every problem teaches something new. I like to make my decisions based on facts and would go an extra mile to make sure my customers are happy. About 32, married, 5 years of experience as store manager My motto - time is money and customer is king In my free time I like to read and spend time with my 2 kids Responsibilities I am responsible for day to day operations at the store I monitor inventory levels and product placement I ensure security and wellbeing of customers and staff I take care of any conflicts involving customers, vendors or staff Main Goals Smooth operations at the store Customers satisfaction with products and services Pleasant and welcoming shopping experience Store meets sales and profit targets Needs A way to monitor customer s movement in the store in real time and resolve congestion points Holistic view of customer s movement and related purchases Visibility into overall feedback from customers including through social media Identifying top selling products and their stock levels Pain Points No real time view of customer s movement No way to track time spent in store by the customer and how it translates to sales No real time measurement of places/zones and queues which cause congestions No customers feedback about their instore experiences 3

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5 User Experience Journey - A usual day at the store ACTIONS Take a walk around the store before it opens for customer Check customer movement heatmap All areas and queues look fine Check store sales compared to customer movement and historical visits in App Check smart Trollies View to see if there are VIPs/influential customers in the store Find which products are appeal to customers and which ones not MINDSET Hope everything is will be fine today. I have already rearranged everything based on suggestions from App Oh there are too many people in produce section. Let me rearrange a bit to avoid further congestion It s good I started another queue suggested by Smart Trolley App Customers spend lots of time in Grocery section but sales are not in sync, time to change products placement and also check the inventory levels of top trending products VIPs/influential customers are happy for the personal attention I have a holistic view of customers in the store, their preferences, past visits and sales. I can plan better FEELING TOUCH POINTS Staff, product placement App (historical congestion data) App Security Cameras Queue management App ERP solution App Inventory management Smart Trolley App Feedback / Complaints recording system Social media ERP solution CRM solution App 5

6 (shopping cart) Smart trollies are equipped with the following devices: GPS RFID card scanner Small computer (Raspberry Pi) with connectivity to store server via WiFi Smart trolley will keep sending trollies GPS locations to the central server. Once customer undock and swipe their membership card to the card scanner, customer card details are sent to the central server. The trolley will be tagged to the customer until it is docked again. Using geo fencing, the central server can determine how much time customer spent in a particular zone/area. Challenges Customer buy-in: Since the store is going to track customers it needs their permissions. Store can offer various incentives / discounts to customers who agree to use Smart Trollies. battery: Battery used by Smart Trollies need to be charged regularly Docking stations can be designed in a way that once a trolley is docked it start charging. If a trolley is not sufficiently charged at undocking, customer is informed to use another charged trolley. Future enhancements A can also have a small screen with multiple applications / functionalities: Product finder / store map: customers can search for products in app and it can guide them to the location of searched product Barcode reader: to provide product information Feedback Application: to receive customer feedback Queue / checkout helper: as soon as a trolley approaches the payment area it can suggest the customer which queue they should use and calculate estimated waiting time (based on machine learning) Offers / promotions / Campaigns: shows offers based on the shopping zone and customer s buying history 6

7 Prototype Application (Store Manager View) Home Screen Heatmap view Trollies view Trollies list Categories by time spent by month Categories by sales by month 7

8 Trolley Screen Trolley information and usage history Trolley usage map Sales by customer by category 8

9 Customer Screen Customer information and month wise visits Customer visits and shopping history 9