Contact

Using tablets to create a premium sales experience

Tablet Assisted Sales

De Bijenkorf

De Bijenkorf wanted to offer a personal service for customers to help when the right size or color was out of stock in-store.

Cnote designed a tablet interface that sales staff use to check availability, provide alternatives or order items to be delivered to the customer’s home.

But we didn’t stop at the interface. We designed out the full experience and dialogue with the customer to ensure a premium service would be provided.

Duration

3 months

Tools

Expert review
Interviews
Observations
Interface design
Journey mapping
User testing
Training
bijenkorf
bijenkorf
bijenkorf

Making sales easy

We started the project with extensive in-store research where we spent hours on the sales floor understanding the daily work of the sales staff and the behavior of customers. From there, we designed a Tablet Assisted Sales specific experience aimed at enabling sales staff to make a sale by quickly checking availability and being able to offer alternative items or other routes to a sale when needed. To ensure a premium service, we also included extra functionality, such as being able to print receipts on demand, and devised the optimal placement of tables around the store.

Most importantly, we trained sales staff to proactively use a tablet or phone as part of their regular sales approach and how to identify and engage the type of customers who would benefit from the process.

After the two successful test launches exceeded extra revenue targets, the Tablet Assisted Sales experience was rolled out across The Netherlands.

Facts & figures

7

Sales employees shadowed

4

Types of customers identified

2

Pilots delivering extra revenue

Want a project like this? Contact Sophie

Other cases

Waiting experience

UMC Utrecht

view case

Self-service experience

KLM

view case

Startup in Residence

City of Amsterdam

view case

Who is the customer?

Vingino

view case

Improving passenger experience

Transavia

view case

Bag drop-off

KLM

view case

Project lead CS program

Global sports brand

view case

College choice tool

Ministry of education

view case

Start-up accelerator

Collider Amsterdam

view case

Customer discovery

The Social Handshake

view case

+31 20 2157485
info@cnote.nl

Address

John M. Keynesplein 12-46
1066EP Amsterdam

Follow Us