Challenge

JD Sports identified a significant issue affecting their in-store sales due to long wait times at tills and during stock checks, leaving customers feeling neglected. Drawing inspiration from Apple they developed a proof of concept app to replace costly and slow third-party applications.

They hired us to conduct the requirements gathering through user interviews and into the app design. Starting with user interviews and workshops, we mapped out the product roadmap and information architecture. We engaged all elements of the business, from store staff to head office managers. Workshops followed the methodology from Jake Knapp's book "Sprint." Moving from wireframing to design at an agile pace, we aimed to build a proof of concept to be trialled in the busiest stores, with a goal to launch nationwide by Christmas. JD Sports recognised the need for UX resources to create an app that staff would use regularly and effectively.

Result

After numerous iterations and improvements, the app launched nationwide reducing customer wait times and enhancing in-store efficiency. Customer satisfaction increased and sales grew as fewer were lost to customer frustration. Store staff found the app effective and user-friendly, improving their job satisfaction. The successful nationwide launch set the stage for rollout into sister companies, establishing JD Sports as a leader in retail technology and customer service excellence.