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Waitrose

Customer-led grocery innovation.

On-brand experiences at the intersection of digital & instore

Testing the market

Against a backdrop of increased popularity of meal boxes and the decline of the ‘big weekly shop’, Waitrose wanted to explore how existing digital platforms could increase in-store adoption whilst improving the consumer experience.

They needed a rapid ‘test & learn’ engagement that could prove and progress a series of hypotheses, giving clarity on which direction to move in.

Our Role.

Strategy, UX and UI design, Software engineering

Platform.

iOS

10 days

to validated functional prototype

New

method of shopping instore created

Play video: Customer-led grocery innovation.

Reinvigorating the instore experience

Against a backdrop of increasing popularity of meal box services and the decline of the ‘big weekly shop’, Waitrose wanted to explore how existing digital platforms could increase in-store footfall, by improving the consumer experience.

They needed a rapid ‘test & learn’ engagement that could prove and progress a series of hypotheses giving clarity on which direction to move in.

Rekindle in-store adoption using autonomy

We ran a Rapid Start session, bringing together a diverse team from Waitrose. The workshop was designed to help their team create ideas around an specific customer need. The prototypes themselves were one measure of success, whilst another was learning a new method to collaborate, create and focus on solution finding.

The project team were able to identify, prototype and test several digital solutions within 10 days.

An extension of the Waitrose team

Starting with customer journeys from existing research, we introduced real world experiences and customer insight to trigger emotional responses that we could solve for.

Built around the identified key scenario from initial testing, we rapidly built out a HTML prototype that we could test instore.

The result of the project was the creation of Quick Check - a self-scan solution that Waitrose rolled out in 2018.