Tesco

The challenge

Tesco needs to provide confidence to the Company that they have a clear path to improve safety and security for staff and our stores to contribute to their employee and company commitments. To have a near real-time visualisation of incidents across Tescos Real Estate.  This will have a clear link to KPIs and actual performance.

My role
I conducted discovery-led analysis and research for Tesco, where the most common occurrence in stores where staff safety is an issue.

My tasks
My initial work was to uncover what ‘safer stores’ mean to Tesco. Understand the pain points, rationale, and KPIs that drive this initiative. The following steps were to work closely with security and store data that indicated shrinkage (theft) was the key driver and that in-store technology trials were already being conducted using a blend of headsets, body-worn cameras, alarms and monitors and looking at primary and secondary issues that occur. Conducting user research, distilling qualitative and quantifiable data, and visiting stores where there were issues and technology trials were being undertaken, including those using blended technology types, store layouts, trends in types of stolen goods and staff training, gave me insights into customer motives and in-store preventative measures that could further improve staff safety.

Outcomes
I produced a report that examined the most effective technologies used and showcased what other retailers are doing and what works for them. I also examined different areas of retail technology that could improve staff safety, and awareness is vital to keeping staff safe. Based on internal data and colleague engagement feedback, I suggested improved training for staff using security technology. I also established scenarios, user types and user journeys for both digital and non-digital factors for physical assaults, threatening behaviour, verbal assaults and anti-social behaviour.