thoughtworks retail | simplifying complexity by dan mcmahon
TRANSCRIPT
Strategy, technology and service design for modern retail. We help our clients become agile, tech-enabled
retailers that challenge the status quo.
OUR STRENGTHS
WHAT IS COMPLEXITY?
WHY COMPLEXITY WHY NOW?
WHY HAS IT BECOME A PROBLEM NOW?
WHY HAS IT BECOME A PROBLEM NOW?
WHAT IS THE ARCHAEOLOGY OF YOUR BUSINESS?
COMPLEXITY IS WINNING
-n( )= n!(n-2)!2!
n2 = n2
2
COMPLEXITY
THE SPREADSHEET QUOTIENT
# ofPer employee
WHERE DOES COMPLEXITY COME FROM?
TECHNOLOGY
SUPPLIERS & PARTNERS
CONSUMERS
TEAMS
THE RISE OF THE MACHINES
EXTERNAL ENERGY
PHYSICAL ACTIVITYDONE BY HUMANS
DIGITISATION
CONDOR
VS HUMAN
CONDORVS BIKE
“Humans are tool builders. We build tools that amplify the inherent abilities that we have to spectacular magnitude.
For me, the computer has always been the bicycle of the mind.”Steve Jobs (1955 - 2011)
THE 4th INDUSTRIAL REVOLUTION
Unlimited possibilities
The WEF has recently given the name “4th industrial revolution” to the
oncoming technological revolution that will fundamentally alter the
way we live, work and relate to each other.
“There are a lot of things I see Libratus do that I really like. However, they are
really only possible because they are mixed and randomized by the reasoning of a
computer,” says Les. “Its balanced dispersion of hand ranges into different actions is not really feasible for the human mind to imitate correctly.”
WHAT IS ARTIFICIAL INTELLIGENCE THEN?
EXTERNAL ENERGY
MENTAL ACTIVITYDONE BY HUMANS
EXTERNAL ENERGY
PHYSICAL ACTIVITY
"Alexa, Turn everything
off"
EXTERNAL ENERGY
MENTAL ACTIVITY
"Alexa, who is Lady GaGa?"
EXTERNAL ENERGY
"Alexa, which insurance should I
buy?"
"Alexa, get me some more milk and bread ... and
chocolate"
EXTERNAL ENERGY
MENTAL ACTIVITY
PHYSICAL ACTIVITY
THE CRAP IN ANALYTICS PRESENTATIONS
OKAY, BACK TO WORK
SO HOW SHOULD IT WORK?
TECHNOLOGY
SUPPLIERS & PARTNERS
CONSUMERS
TEAMS
HOW SHOULD IT WORK ?
TECHNOLOGY
SUPPLIERS & PARTNERS
CONSUMERS
TEAMS
THE ROLE OF SERVICE DESIGN
Process of appointment booking highlighting customer touch points, data, customer experience, business impact and opportunities for improvements.
Dashboard measuring completion rate and time, digital take-up and user satisfaction.
Front and back stage mapping. Usability testing.
FRONT STAGEMID-STAGE
BACK-STAGE
I hope they don’t just buy a retail clienteling tool and make us use it.
Because that’s not what we do.Source: Store visit, Madison Avenue, New York 11.09.15
PROVIDING INFORMATION
PROVIDING DIFFFERENTIATING EXPERIENCES
SALES ASSOCIATE 1.0 SALES ASSOCIATE 2.0
CHANGING THE ALLOCATION OF TIME
STOCK / ADMIN SELLING TRANSACTING
EXPERIENTIAL SELLING
SALES ASSOCIATE 1.0
SALES ASSOCIATE 2.0
Where does the time come from? ‣ Making the world easier
AND/OR
‣ Making them better at what they do
CONTINUOUS LEARNING TECH CHANGE
IS GRADUAL
ZERO EFFORT
• Focus on how to take your best merchants and skill them on modern methods
• Experiment with integrating new capability
• Use technology to introduce removal of mental activity before physical activity
• Give the people control • Product teams iterate
with business teams to abstract away complexity• Flip service design around to
focus on the experience of your team
• Use the CX skills you've already built
Key take-away
