This document discusses opportunities to improve the customer experience at stores. It notes that crowded aisles with too many items and variable customer traffic at checkout counters can be issues. It suggests using technology like RFID to only stock shelves as needed, limiting items, and using sensors to optimize the number of open checkout lanes. It also notes that some customers know what they want while others browse, and a solution is to allow ordering exact items that can be filled at checkout like a take-out order.

1. Insights and Hidden
Opportunities
Suresh

2. Opportunities
• Crowded aisles – too many items
• Checkout counters – hot and cold
• Two types of customers
– Customers who know what they want
– “Window Shopping” – Impulse buyers

3. Crowded aisles
Observations:
– True for downtown stores since space is a premium
– Too many brand names of the same product
– Too many quantities of the same item
Solution: Use technology (RF ID or bar code) to
stock as needed and limit quantities on the shelves.
Leads to less number of shelves and feels more
spacious. “Just in Time” stocking of shelves.

4. Checkout counters – hot and cold
Observations:
– At times too many people in line – not enough
checkout counters
– At other times too many checkout counters
Solution: Use sensors to feedback real time data on
how many people have entered the “checkout
area”. This should automatically trigger potential
cashiers to show up at the checkout counters

5. Catering to different types of
customers
Observations:
Two types of customers
– People who know what they want
– People are browsing to figure out what to buy
Solution: Ability to order exact items customer
needs and fill that order at the checkout
counter. Like a take-out “dinner” order at a
grocery store.