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  • 1. Seeing Services Tesco Betsy, Iain, Lauren, Wiston and Zoe 11.01.08
  • 2. Tesco is a British based international grocery and general merchandising retail chain. It has the largest sales of domestic market shares. It is the World’s third largest retailer. In 2007 Tesco made £2.55 Billion in profit. Seeing Services Tesco Betsy, Iain, Lauren, Wiston and Zoe 11.01.08
  • 3. Breaking down the service Seeing Services Tesco Betsy, Iain, Lauren, Wiston and Zoe 11.01.08
  • 4. Site Visits Metro Argyle Street Extra Springburn Express Ingram St Seeing Services Tesco Betsy, Iain, Lauren, Wiston and Zoe 11.01.08
  • 5. What type of shopper are you? How often do you buy your groceries? Daily Weekly Do you make a Do you enjoy shopping list? talking to people? No Yes Yes No Do you mind Do you have time Do you have Do you have No to look for offers? Yes Queuing? a car? much free time? Yes No Yes Yes No No On the go Organised No transport Act on impulse Family Like using computers No time to waste Enjoys shopping Let someone else do the hard work Seeing Services Tesco Betsy, Iain, Lauren, Wiston and Zoe 11.01.08
  • 6. Persona 1 2 3 I find it really convenient because everything is in one place. I hate taking the kids they always put things in the trolley. Parking is sometimes a nightmare because mother and baby slots are often full. Where Tesco Extra, Springburn, Glasgow. When Family shop twice a week. Why Convenience and a proximity to her home. Owner of a large people carrier so finds it easy to park in Tesco’s extensive car par. How Travels by car to Tesco. Needs To allow time for shopping online. Take advantage of the Clubcard points she collects. Consider shopping at “unsocial hours” with- out her children. Linda 45 years old Housewife Seeing Services Tesco Betsy, Iain, Lauren, Wiston and Zoe 11.01.08
  • 7. Weekly shopper Create shopping list Ask for assistance Correct change? Collect points Missing item produced Happy customer Good customer service Unloading - frustrating Recycling? Load the car, que to leave Seeing Services Tesco Betsy, Iain, Lauren, Wiston and Zoe 11.01.08
  • 8. Persona 1 2 3 I am really disorganised in the morning and don’t have time to make lunch. I don’t want to use self service tills because I work in a bank and I am terrified of fraud. Where Tesco Express, Argyll Street, Glasgow. When Lunch, Monday to Friday. Why He prefers the choice at Tecso’s than that of Boots. How Walks to Tesco from the bank. Needs More reassurance in the quality of Tesco systems. To be more organised and create a shopping list to last him the whole week. If he collected points, this would benefit him Jamie in the long run. 23 years old Banker Seeing Services Tesco Betsy, Iain, Lauren, Wiston and Zoe 11.01.08
  • 9. Self Service Snack aisles highlighted Enter Tesco Self service counter On screen instructions Expected to que What do you do now? Take receipt Method of payment Scan / bag items Seeing Services Tesco Betsy, Iain, Lauren, Wiston and Zoe 11.01.08
  • 10. Persona 1 2 3 I am new to the Glasgow area and I am weary of going out alone at night. I thought Tesco Direst would be the perfect solution for me as they deliver door to door and I wouldn’t have to leave my home. But, I wouldn’t use this system again as I third of my shopping was missing. . Where Tesco Direct, online at home, Glasgow. When Once as a first time user. Why She doesn’t have a car and like the variety available on line. How In the comfort of her own home Needs Restore her faith in a nationally successful system Take time to visit smaller local Tesco Reinforcement and encourage from another service Tesco’s provides Emily 18 years old Student Seeing Services Tesco Betsy, Iain, Lauren, Wiston and Zoe 11.01.08
  • 11. Online Shopper Log on Remembers favorite items Select day of delivery Create list Print receipt Note date/time Method of payment Enter Tesco Time slot Door to door Helps you unload Check receipt Sign - satisfied Removal of recycling Seeing Services Tesco Betsy, Iain, Lauren, Wiston and Zoe 11.01.08
  • 12. Local Competition Roots and Fruits Customer Tesco is floored, say one thing and still produce the other I enjoy the variety of local stores, and the exercise I gain from walking around the west end Value for money Employee I always meet people I know shopping locally Tesco’s provides ‘cheap crap’ I enjoy picking and choosing my own produce, I like the fact things aren’t bagged for you. Poor quality of fresh groceries Customers always return to quality We offer a 10% student discount Seeing Services Tesco Betsy, Iain, Lauren, Wiston and Zoe 11.01.08
  • 13. Convenient Competent employees Recycling Value for money Career opportunities Extended range of produce Point schemes available Seeing Services Tesco Betsy, Iain, Lauren, Wiston and Zoe 11.01.08
  • 14. Fresh produce not always high standard Weakening local businesses Loss of ‘community’ in smaller areas Difficult for staff to form friendships in larger stores Schemes and features have negative aura Seeing Services Tesco Betsy, Iain, Lauren, Wiston and Zoe 11.01.08
  • 15. Improvements Organic Image Vary type and how you access Create reassurance Personalise Promote Seeing Services Tesco Betsy, Iain, Lauren, Wiston and Zoe 11.01.08