tablet implementation at the home depot canada: case study at tabtimes tablet strategy 2014
DESCRIPTION
Presentation by Steven Beggs, Senior manager, Learning innovation, The Home Depot Canada, at TabTimes' Tablet Strategy conference on May 6, 2014 in New York City.TRANSCRIPT
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SMaRTmobile performance support
(mPS)
A Case Study
on Tablet Implementation
at Home Depot Canada
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We needed a solution that could be…
SocialMobileandRealTime
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Strategy
• Implement in-store performance support tools and methodology to improve the customer experience and increase sales
• Utilize mobile technology to equip store associates with real-time, in aisle access to product and project knowledge materials
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Strategy
• Implement in-store performance support tools and methodology to improve the customer experience and increase sales
• Utilize mobile technology to equip store associates with real-time, in aisle access to product and project knowledge materials
Solution
• Access to information target: “2 clicks or 10 seconds”
• Pre-configured iPad Minis. Home Depot app. Competitor links. Vendor apps and websites.
• FAQ’s. Links to How To videos, product knowledge training (eLearning and videos). QR codes.
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Strategy
• Implement in-store performance support tools and methodology to improve the customer experience and increase sales
• Utilize mobile technology to equip store associates with real-time, in aisle access to product and project knowledge materials
Solution
• Access to information target: “2 clicks or 10 seconds”
• Pre-configured iPad Minis. Home Depot app. Competitor links. Vendor apps and websites.
• FAQ’s. Links to How To videos, product knowledge training (eLearning and videos). QR codes.
Pilot
• Place 18 iPad Minis in one store for 9 weeks. Shared devices.
• 4 months to build the solution; 2 months to test it.
• Track usage and impact on sales and the customer experience.
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What we tested
Publically available apps
Key partnerships
QuickTapSurveyBy Tabble Dabble
CellCastBy OnPoint Digital
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I don’t know what I don’t know…I just know what I want.
Massive impact
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I want to be agnostic
Any device, any operating system
Corporate devices, shared and non-shared
BYOD
Customer facing too?
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I want easy configuration
Standardized or user-customized?
Push new content, pull relevant data
What MDM?
How much functionality will be ‘shut off’ or restricted for policy reasons?
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I want a lot of bandwidth
How many systems &/or networks will it need to access?
Users won’t restrict themselves to just the approved functions or applications.
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I want adoption in field
It has to meet a real need and solve a real problem… and it has to make money doing it.
It can’t just be cool
It has to integrate well into existing work processes
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I want to report results
Real time data
Usage data is important
Focus on KPIs
Real time data exported from TabbleDabbleinto Excel for instant analysis
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Where to from here?
National roll out 180 stores
Merge with BYOD Hybrid depolyment
More social User generated
content
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Q&A
Steven Beggs
Senior Manager, Learning Innovation
@stevenrbeggs (#mPS)