Two years of research into in-store colleague tools

1The client

Tesco continually develops the mobile devices and interfaces its store colleagues use to manage security, stock and deliveries. Rolling out a new tool to thousands of stores needs confidence that it works on the shop floor.

2The challenge

Store initiatives ranged from early discovery to proof of concept. Each needed evidence from colleagues working in real conditions, and findings that senior management could act on.

The main objectives were to:

• Run discovery and proof-of-concept research for new mobile devices and interfaces
• Use one-to-one research, usability testing, ethnographic observation and surveys
• Translate findings into user stories and customer journey maps
• Present findings to senior management up to director level

3Our approach

Over two years we combined one-to-one research, usability testing and ethnographic research in stores with quantitative survey work. We translated the synthesis into user stories and journey maps for the product teams and presented findings to senior management up to director level.

4The results

Tesco’s in-store initiatives were shaped by colleague evidence throughout, from discovery to proof of concept. Engagement ran from 2021 to June 2023.