At Co-op Digital we’re building products and services that’ll improve efficiency in the wider Co-op Group. Part of this is figuring out how we can give more time back to our Food colleagues in stores so they can spend time helping customers instead of shuffling handfuls of paperwork in their office. Basically, we want to make things things more predictable ie, knowing when a delivery will arrive so that colleagues can plan and use their time better.
Teaming up with ustwo
We brought in ustwo, a digital product studio, to help. At that point we needed more people power and ustwo have excellent experience in putting user needs at the forefront of everything they do. Their ethical values also made them a brilliant match for us.
Researching and learning during discovery
Our goal for discovery was to produce a set of alphas that would potentially benefit the food business. We spent time with and interviewed customers as well as our Food colleagues including store managers, colleague team members and depot managers.
We learnt about the Food business at incredible speed through qualitative and quantitative research and design techniques such as sketching. Our interviews were sometimes focused and at other times wide ranging; sometimes they were in depth and at others they were vox pops. Spending time listening to colleagues on the phones in our call centres and seeing what happens on our internal help desk helped us learn a lot too.
We took what we’d learnt from our research and proposed alphas that might help with common problems we’d encountered throughout the discovery. In the end we worked on 3 alphas with ustwo. Last year, we blogged about the product range finder which was one of them.
Now we’re talking about another one: the delivery alerts alpha.
Initial scope of delivery alerts
We posed these questions:
Can we speed up delivery turnaround times?
Can we reduce queuing during busy times?
Starting simply and cheaply
We wondered if notifying a store of the arrival time of a truck would help make stores more efficient. So we set up a simple trial by asking a driver to use one of our cheap mobile phones to send a text message when he was approaching. Straight away we found that this was useful to stores so we felt confident that if we pursued this idea to the next stage, it’d be useful. So we built a more robust prototype that would test our theory further.
At this point we realised we were crossing paths with another team in Co-op working on putting black boxes into our delivery trucks that could provide us with the data we needed. So whilst that work was coming together with the third party supplying the black box, we pivoted slightly to focus more on this question:
Can we make important shop bulletins available to everyone, quickly?
Building a digital dashboard
With the ease of a good agile team, the delivery alerts alpha became the store dashboard alpha because delivery alerts could be a part of something bigger. We built and trialled a store dashboard, a website running on an iPad.
It shows our Food colleagues:
- urgent or general tasks to be done
- news or information from the Support Centre that colleagues should read
By now, we had around 15 stores in Manchester and London to use the digital dashboard as an information source. We chose a mixture of big and small, city and rural.
Helping colleagues plan better
Once we had access to the data from the black boxes in the trucks, we built our delivery alerts module that sat in the bigger, more comprehensive dashboard. Then we broadened our trial to show colleagues when deliveries were going to arrive. With the dashboard they can see if their delivery truck was stuck in traffic. This meant they could plan ahead and use their time efficiently.
We got enough insight from the delivery alerts module and our tasks and news modules to calculate that it could give store managers up to 10% more time to spend on the shop floor.
Big thumbs up from colleagues
Naz at Faircross Parade Co-op said that knowing when deliveries will arrive is the main thing that would make the system helpful to him, because he could co-ordinate his team and the floor schedule. Co-ordinating better means that Naz can free up colleague time for other activity, like reducing queues at the tills.
Gemma from Taylor Road Co-op said that she could turn her deliveries around 10 minutes quicker using our dashboard. But it means so much more than that to her, knowing when her deliveries arrive means she can allocate tasks before and after the delivery to make her store run more efficiently.
If we take this idea forward, we’ll blog about our progress. In the meantime, you can sign up to the Co-op Digital blog.