Updating the in-store colleagues most useful app to ensure they can provide continued stellar customer service.
Inform is a multi functional utility app used by over 200,000 in-store employees. It became the de-facto tool used to answer a number of colleague and customer queries, including product stock levels, upcoming delivery times and food ingredients. In 2018 it was decided that the app should be refreshed, making use of the new API management platform and reviewing the user experience across the board.
As part of the Tesco Technology Labs (R&D) team I took the role of UX Designer for Inform, one of the most used apps within the organisations’ product portfolio.
To ensure the new app fulfilled user needs I spent much of the initial product development phase in-store. Speaking to real Inform users to understand the apps place within the day to day operations of a shop floor worker was invaluable in determining requirements.
Through multiple rounds of face to face research I was able to determine which features were most important, which were no longer needed and where the app currently fell short.
"Speaking to real Inform users to understand the apps place within the day to day operations of a shop floor worker was invaluable in determining requirements."
After determining the apps’ key features it was time to work on defining workflows and information architecture. As the shop floor is a very fast paced and hectic environment it was extremely important to have the most important information front and centre.
Many other smaller quality of life improvements were also incorporated, ensuring users were able to log in quicker and search through product listings more easily.
Once the information architecture and user flows had been finalised it was time to start working on the apps UI. Through the use of Tesco’s robust digital design system I was able to pull together high fidelity prototypes quickly.
The benefit of working for a large organisation is that a design system was already set up that powered multiple customer facing apps. I was therefore able to pull from a large selection of components to build a user interface that was both brand compliant and familiar to colleagues.
Usability testing was undertaken with a number of in-store colleagues, leading to a number of small tweaks to ensure the most important information was at the forefront.
User feedback post release was extremely positive, leading to a large spike in colleague downloads. In-store workflows were updated to ensure colleagues didn't use their phones whilst working in-store unless they were using Inform, as it made such a positive impact in their ability to provide great service.
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