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INSTORE

B2B2C mobile sales assistance tool

Role
Design Lead
Customers
John Lewis, Sainsburys, Post Office, ASDA, GAME, O2
Average annual user journeys
940,500
Revenue per annum
£19.1m
No. of installations
2139 stores
Acquired by
Currys [FTSE 100]

User environment

Persona A: Sales agents offering support on the shop floor
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Persona B: High street shoppers in bricks and mortar retail outlet
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On duty colleagues initiate consultation with shoppers
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Product cross-sold broadband services with any smart device

Business challenges

Product was not optimised for a face-to-face consultation
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Shopping customers not expecting a consultation at checkout
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Low conversion rate of 22%
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‍Lengthy queuing times (20 mins at checkout)
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Highly varied colleague experience levels
Lack of training

Solution

Inexperienced agents

The total number of journeys started increased by a factor of 3.2X, dropout rate decreased from 52% to 31%

Experienced agents

60% of users now prefer to use this feature in order to support a free-form conversation.

Design system

See other case studies