Dutch supermarket chain COOP wanted to modernize the way stores executed daily ops. Store teams were using outdated applications that gathered information from multiple systems. The challenge was creating a new mobile app where all these processes came together. Employees’ work needed to become easier and encourage efficiency so they can focus on things that matter the most: a tidy store and satisfied customers!

1. Using Mobile Tech to Create User-friendly and Efficient Work Processes
Using Mobile Tech to
Create User-friendly and
Efficient Work Processes
for 300 Stores
October 30, 2019

2. Using Mobile Tech to Create User-friendly and Efficient Work ProcessesUsing Mobile Tech to Create User-friendly and Efficient Work Processes
Marco
van der Zalm
CIO | Coop Supermarkets
@ Marco.vanderzalm@coop.nl

3. Using Mobile Tech to Create User-friendly and Efficient Work Processes

4. Using Mobile Tech to Create User-friendly and Efficient Work Processes

5. Using Mobile Tech to Create User-friendly and Efficient Work Processes
We have
been
serving
customers
since 1891

6. Using Mobile Tech to Create User-friendly and Efficient Work ProcessesUsing Mobile Tech to Create User-friendly and Efficient Work Processes
• 320 stores
• Turnover € 1,5 billion
• Company owned
and franchise
stores
• > 20.000 employees
• Cooperative business
model
• No-nonsense culture:
• short lines
• fast decision making
• Low cost structure

7. Using Mobile Tech to Create User-friendly and Efficient Work ProcessesUsing Mobile Tech to Create User-friendly and Efficient Work Processes for 300 Stores
● Our store challenges
● The project
● The outcomes
● Future plans

8. Using Mobile Tech to Create User-friendly and Efficient Work ProcessesUsing Mobile Tech to Create User-friendly and Efficient Work Processes for 300 Stores
Store challenges:
● Time consuming daily
operations
● Outdated Windows
functionality on PDA
● Based on tasks, not processes
● Many staff changes in store
● Lack of data integration

9. Using Mobile Tech to Create User-friendly and Efficient Work Processes
The project

10. Using Mobile Tech to Create User-friendly and Efficient Work ProcessesUsing Mobile Tech to Create User-friendly and Efficient Work Processes
● Joint effort of Business and IT
● Multidisciplinary scrum team:
■ Projectowner –
IT/Business Consultant
(Coop)
■ SAP/ABAP Consultant (Coop)
■ Product Consultant
(Product League)
■ UX/UI Designer (Product
League)
■ OutSystems developer
(Product League)

11. Using Mobile Tech to Create User-friendly and Efficient Work ProcessesUsing Mobile Tech to Create User-friendly and Efficient Work Processes for 300 Stores
Analyse
Analyse and
test user
needs with
concept
designs
From Policy
to Practice
Shop visits to
gain insight into
the real way of
working
Process
Optimisation
During working group
sessions in
conversation with
domain experts to
work out efficient and
logical work
processes
SAP Analysis
Optimization of
the back-end
device to
support new
processes
Usability
Test new
features in-
store to
optimally match
ease of use

12. Using Mobile Tech to Create User-friendly and Efficient Work ProcessesUsing Mobile Tech to Create User-friendly and Efficient Work Processes

13. Using Mobile Tech to Create User-friendly and Efficient Work ProcessesUsing Mobile Tech to Create User-friendly and Efficient Work Processes
Stock
Ordering
Recall
Article info
Due date check
Mark down
Waste registration

14. Using Mobile Tech to Create User-friendly and Efficient Work ProcessesUsing Mobile Tech to Create User-friendly and Efficient Work Processes for 300 Stores
● Phase 1:
■ Basic functionality
■ Start analysis (December 2018)
■ In 3 months a MVP was delivered
for pilot (March2019)
● Phase 2:
■ Optimisation and new
development
■ Each functionality
tested in stores directly
● Roll-out started in July2019 and
● completed to 320 stores end of October

15. Using Mobile Tech to Create User-friendly and Efficient Work ProcessesUsing Mobile Tech to Create User-friendly and Efficient Work Processes for 300 Stores
The Result
• Daily process fully covered in App
• Usable by lower-skilled workforce
• Presenting data at the right
moment results in better decision
making in-store
• Input on shop floor supports
better central decision making
(e.g., forecasting)
• Improvement of data quality
• Agile works!
• Successful connection with Wi-Fi
printer in store
• Saving till 45 minutes p/day per
user

16. Using Mobile Tech to Create User-friendly and Efficient Work ProcessesUsing Mobile Tech to Create User-friendly and Efficient Work Processes for 300 Stores
Lessons Learned
• Not only participation but also
observation of way of working by
involved users
• SAP backend is extra powered by
a low codefrontend
• Do not under estimate the effort
in SAP backend development
• Technical challenges
• Continuous delivery

17. Using Mobile Tech to Create User-friendly and Efficient Work ProcessesUsing Mobile Tech to Create User-friendly and Efficient Work Processes for 300 Stores
Future Plans
• Foundation now delivered,
working on feedback from 320
stores and experiences in daily
use
• Enthusiasm for expansion of
digitalisation to other processes
at Coop
• Proof of Concept for packing
process in distribution centre
successfully delivered

18. Using Mobile Tech to Create User-friendly and Efficient Work Processes
Thank You!