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

Summary

The 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.