Merchandising Service Team

Research

• For four days I facilitate an in-store qualitative research to determine how users react to additional functionality within the Service Task experience, and how they will affect their tasks completions.

• 26 veteran and novice associates were part of this test and were intended to help us understand if the new features and functionality are discoverable by users, as well as gather feedback on how we could expand these features to provide additional value to their daily activities. Our findings was going to help us validate our ongoing strategy and implement changes to the experience for a future rollout to stores.

Tasks

• Will users be able to discover and understand the Space Detail page?

• Will users be able to discover and understand the Service History valuable to their work?

• Will associates find value referencing past service as they service a bay?

• Will the addition of the photo capture negatively affect the completion of Service Tasks?

• What additional photo functionality would associates require to help them be more effective in their daily activities?

Opportunities

• Based on the conducted research research, we found a few opportunities to improve the MST experience:

• Associates spend most of their time, printing the newest Planogram, and evaluating each sheet to organize the shelf at the store.

• Associates need a way to document or photograph their finished work, in many occasions other employees do not do their job properly and others are blamed for no reason.

• Onboarding tutorial for old & new features.