Problem

Customers who have less fun only buying online & Overburdened employees

Looking at Black Friday 2021, we see more people returning to stores in the wake of increased vaccinations—and an element of “cabin fever”. As such, Best Buy expects shoppers to return to Best Buy physical locations to find the latest deals. That being said, COVID is still a risk—both for shoppers and for employees.

The Solution

A streamlined checkout system

For Browsers

 Customers has the option to see similar items and best deals on their way to the chosen item.

For Specific Products

 Customers can find items faster rather than asking directions

The Predispositions

We set a few predispositions before jump into the question.

• Employees are overwhelmed by re-shelving and cleaning up on Black Friday sale.
• Employees are made to work overtime on Black Friday sale.
• Employees have massive mental pressure while making sales goals.
• Employees have overloaded work loads preparing for Black Friday.
• Employees often celebrate with their families after the regular holiday season.
• Employees have to deal with higher than usual angry/rude customers during Black Friday.
• Employees themselves don’t get to shop freely during the Black Friday Sale.
• It’s difficult for temporary staff to meet the demand of each customer.
  

Survey

There're still a big amount of customers prefer to buy things in actual stores since they can take the products immediately and talk to an employee.

- 45/59 people learn about the products they want to buy from internet rather than talking to an employee.
- People prefer buying electronics online but also want to asses the look and feel of the product as well as want to take the products immediately.

Interview

During Black Friday, it's necessary to fix the “crazy rush" during checkout process and pick-up process. At the same time, customers need help for technical knowledge.

- Most of the “crazy rush” happens during the checkout process and store pick ups , crazy erratic customers.

- No one shops in store anymore , thus not much rush in stores, employees are free except for when the store opens.

- Customers need help and technical knowledge with devices like laptops, clueless customers. Customers with prior knowledge mostly shop online.

- The relationship between the associates and the users is very important.

- There is no internal system for the employees to talk so they don't know how many customers are waiting.

Concept Relay

Internal Network

If customers are in the store, they can search products quickly by using a page hosted on their internal network. This not only can help customers while they are shopping, but release the burden of employees when there are too many customers.

Instore Navigation

We try to simulate the online shopping experience by allowing the customers to search for items and get the direct navigation for cer tain items in store. The customers can also receive certain recommendations after searching items.

Self-Checkout

Customers can scan the items they wish to purchase and add it to their vir tual car t. They can them proceed to self checkout and make the payment. If the item is big, then an employee will hand it over to them.

Prototype

Map for Browsers

Map for Specific Product

Thank you for your visit!

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