Tech For Retail - Conférence - Retour d'expérience K-NOW - Projet Grande Distribution
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
🤔 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
💡Client
💡Digital Literacy
💡Criteria
💡Ease of Use
💡Interactive Solution
💡Agility
💡Guidance
💡Support
💡Training Process
💡User Engagement
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.
Transcripts
l'illustration avec les remontées de ce
fameux client dans le retail merci et je
te rejoins complètement parce que c'est
vrai qu'on a on a souhaité du coup
mettre enfin le client souhaitait
changer d'outil et on avait face à nous
des apprenants qui étaient pas forcément
à l'aise avec le numérique et du coup
voilà le besoin c'était ça et nous on
s'est posé sur plusieurs critères pour
savoir quel outil utiliser le premier
l'essentiel je dirais c'est il faut que
ça soit facile à utiliser pour
l'utilisateur final comme je disais on a
on avait des aturs qui étaient vraiment
pas à l'aise avec avec le numérique et
et du coup on avait besoin d'une
solution qui soit interactive et qui lui
donne envie et qui soit pas compliqué à
utiliser le deuxième critère c'est
l'agile tu l'évoquais tout à l'heure en
soi on ait pas après la formation au
contraire on fait on a mis en place la
guidance avant la formation l'outil
changeait et il évoluait de façon agile
et très très très rapidement au lieu du
coup d'imprimer des documents papiers ou
refaire une passe sur une formation
présentiel pour leur remontrer toutes
les nouveautés et cetera on pouvait
vraiment passer par par l'outil de
guidance qui permettait en fait tout
simplement de donner les information en
live et en direct à l'utilisateur et
sans appeler le support tous les 4
matins et au final être un support au
test et voilà ça du coup vraiment aussi
on avait cet aspect là qu on a on a
réfléchi à la solution parce que on
avait comme tu disais 55000 utilisateurs
à former et on s'imaginait avec 55000
fois nombre processus fois voilà tous
les gestes qu' doivent réaliser imprim
en papier parce qu'il sont habitués à
imprimer au papier et ça m'a fait un peu
mal au cœurimagine ça donc au moins je
savais qu'ave la guidance il av SAU
quelques surtout ce jour d'ouverture de
la COP 28
merci
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