Tech For Retail - Conférence - Retour d'expérience K-NOW - Projet Grande Distribution

Knowmore

23 Jan 202401:58

Summary

TLDRThe transcript discusses the challenges of transitioning a large client base to a new digital tool within the retail sector. The client desired a change from their current tool, and the primary concern was the comfort level of users who were not adept with digital technology. To address this, the focus was on selecting a tool that was user-friendly and interactive, encouraging users to engage without feeling overwhelmed. Additionally, agility was a key criterion, as the tool needed to adapt quickly to changes, eliminating the need for extensive paper documentation or repeated in-person training sessions. The tool, referred to as 'guidance,' allowed for real-time updates and direct communication with users, reducing reliance on support and streamlining the training process for 55,000 users. The summary highlights the importance of an adaptable digital solution that can effectively train and engage a large, non-digital-savvy user base.

Takeaways

🛒 The client wished to change tools, indicating a shift towards digital solutions in retail.
👥 The client's users were not very comfortable with digital technology, highlighting the need for user-friendly solutions.
🚀 The chosen tool had to be easy to use for the end user, emphasizing the importance of simplicity in digital adoption.
🔄 Agility was crucial, with the tool needing to evolve quickly and adapt to changes without extensive retraining.
📚 Instead of printing documents or redoing in-person training, the tool should provide live and direct information to users.
💡 The guidance tool was favored for its ability to deliver information in real-time, reducing the need for constant support.
📉 There was a strong desire to avoid the inefficiency and environmental impact of printing, especially with a large user base.
📈 The client had a large number of users (55,000) to train, which necessitated a scalable and efficient training method.
🌟 The guidance tool was seen as a way to enhance the user experience by providing interactive and engaging content.
📈 The tool needed to be intuitive to encourage user engagement and reduce the learning curve for non-digital natives.
⏱️ The implementation of the tool was aimed at improving the overall efficiency of the client's operations, especially during significant events like the opening of COP 28.

Q & A

What was the main challenge faced by the client in the retail industry?
-The main challenge was the transition to a new digital tool, as many of the users were not comfortable with digital technology.
What were the primary criteria considered when selecting a new tool for the client?
-The primary criteria were that the tool should be easy to use for the end user, interactive, and not complicated.
How did the client approach the issue of training users who were not comfortable with digital tools?
-They implemented a guidance tool that provided information live and directly to the users, reducing the need for extensive training sessions or printed documents.
What is the significance of the agility in the tool's evolution?
-The agility allowed for quick changes and updates to the tool without the need for retraining or distributing new printed materials, which was essential given the large number of users.
How did the guidance tool help in managing the updates and changes?
-The guidance tool enabled the provision of updates and new information directly to the users in real-time, eliminating the need to rely on support calls or retraining.
What was the approximate number of users that needed to be trained?
-There were approximately 55,000 users that needed to be trained.
How did the client feel about the traditional method of printing documents for every update?
-The client was concerned about the inefficiency and environmental impact of printing documents for every update, especially considering the large number of users.
What was the client's preference in terms of training approach?
-The client preferred a proactive approach where guidance was provided before formal training, allowing for a more interactive and engaging learning experience.
How did the guidance tool contribute to reducing the reliance on support calls?
-By providing users with live and direct information through the guidance tool, the need for frequent support calls was significantly reduced.
What was the client's motivation for seeking a new tool?
-The client sought a new tool to improve the user experience, particularly for those not comfortable with digital technology, and to streamline the process of updating and training users.
What was the client's concern regarding the traditional paper-based training methods?
-The client was concerned about the impracticality of paper-based training methods, especially when it came to updating and distributing new information to a large number of users.
How did the implementation of the guidance tool impact the overall training process?
-The guidance tool streamlined the training process by providing real-time updates and eliminating the need for physical documents, making it more efficient and user-friendly.

Outlines

00:00

🤔 Addressing Digital Adaptability for Retail Clients

This paragraph discusses the challenges faced when a client wished to switch tools within the retail sector due to a lack of comfort with digital technology. The primary concern was to find a tool that was user-friendly, especially for those not at ease with digital interfaces. The need was identified to provide an interactive solution that would encourage users without being overly complicated. The agility of the tool was also a key criterion, as it needed to evolve rapidly and provide guidance before formal training, allowing for real-time updates and direct information delivery to users, thus reducing the need for constant support.

Mindmap

Keywords

💡Illustration

In the context of the transcript, 'illustration' refers to the act of providing a clear example or explanation. It is used to describe how the client's situation was depicted, particularly in relation to their transition to a new digital tool within the retail sector.

💡Client

The 'client' is a central figure in the narrative, representing the entity that desired a change in tools. The client's needs and challenges, especially concerning digital literacy, shape the direction of the discussion and the criteria for selecting a new tool.

💡Digital Literacy

This concept highlights the varying levels of comfort and familiarity the client's learners have with digital tools. It is a critical factor influencing the choice of a new tool, as the client sought a solution that would be user-friendly for those not at ease with digital technology.

💡Criteria

The 'criteria' are the standards or guidelines used to evaluate and select the appropriate digital tool. They are essential in ensuring that the chosen tool meets the needs and preferences of the client's users, particularly in terms of ease of use and adaptability.

💡Ease of Use

A key criterion for tool selection, 'ease of use' emphasizes the necessity for the tool to be intuitive and straightforward for the end-user. This is particularly important given the client's users' varying levels of digital literacy.

💡Interactive Solution

An 'interactive solution' is a tool that engages the user through a dynamic, two-way exchange. In the context of the video, it is desired to not only provide information but also to encourage user participation and make the learning process more engaging.

💡Agility

The term 'agility' refers to the ability of the tool to adapt quickly to changes. It is important in this scenario because the client's tool needed to evolve rapidly, allowing for immediate updates and guidance without the need for extensive retraining or printed documentation.

💡Guidance

In the video, 'guidance' is a method of providing users with real-time, direct information through the tool. It is highlighted as a preferable approach over traditional training methods, as it can swiftly convey updates and new features to users.

💡Support

The 'support' mentioned in the transcript refers to the assistance provided to users as they interact with the new tool. The goal is to minimize the need for constant support calls by making the tool self-explanatory and intuitive, thus improving the user experience.

💡Training Process

The 'training process' is the method by which users are educated on how to use the new tool. The transcript discusses the inefficiency of traditional training methods, such as printing documents or conducting in-person sessions, and the benefits of a more agile and digital approach.

💡User Engagement

This concept is about encouraging active participation from users. It is closely tied to the need for an interactive solution that not only provides information but also motivates users to learn and adapt to the new tool.

Highlights

The client wished to change tools due to dissatisfaction with the current digital solution.

The primary concern was the comfort level of learners with digital tools, as many were not at ease with them.

The chosen tool needed to be user-friendly for the end-user, addressing the lack of digital comfort.

The solution needed to be interactive and engaging to encourage use among reluctant digital users.

Agility was a key criterion, allowing for quick adaptation to tool changes and evolutions.

The guidance tool allowed for providing information live and directly to users, reducing the need for paper documentation.

The tool reduced the reliance on support calls, as users could receive updates directly through the guidance tool.

The implementation of the guidance tool aimed to streamline training for 55,000 users.

The traditional approach of printing documents and conducting in-person training was inefficient and undesirable.

The client was particularly interested in the guidance tool for its ability to provide real-time updates.

The guidance tool was seen as a support mechanism to test and refine the training process.

The client was looking for a solution that would reduce the reliance on paper, which was a habit for many users.

The introduction of the guidance tool was timed with the opening of COP 28, indicating its strategic importance.

The client's feedback was instrumental in identifying the need for a more user-friendly and agile digital tool.

The chosen digital tool aimed to overcome the challenges of digital discomfort among the user base.

The guidance tool was selected for its ability to evolve quickly, keeping pace with the needs of the users.

The guidance tool provided a more efficient way to communicate updates, reducing the environmental impact of paper usage.

The implementation of the guidance tool was part of a broader effort to modernize training and support methods.