Understand
Our team visited several stores and worked several shifts to grow our understanding of the problem area. Along the way, we interviewed many Store Associates and Home Office subject matter experts.
Our interviews and surveys indicated that the current system wasn't usable. We also discovered that the average time to complete the task was nearly twice the man-hours a store had each week.
Interviews
While visiting and working in stores, we interviewed many store associates to better understand the inventory process. These interviews helped us uncover critical insights, including why the system was mistrusted and largely ignored when making decisions.
Service Design
I created a service and journey map from these experiences and interviews, which helped us see the big picture and identify the largest opportunities.
SUS Scoring
We gave 15 store associates a survey and used the System Usability Score (SUS) rating to get a baseline measure of the effectiveness, efficiency, and satisfaction rating of the current system.
The system was rated as a 48, well below the average 68 score (on a scale of 0-100) that indicates an "OK" design.
