mobile journey

Blog: Retail mobile journeys: a smarter shopping experience for customers and associates

February 10, 2022  |  DIEBOLD NIXDORF

For employees too, these new options bring new benefits, allowing greater opportunities to become more helpful, informed and effective across a store estate.

Creating retail mobile journeys can help your organization deliver a smarter shopper experience for both your customers and your associates, with intriguing new services embedded across aisles and in colleagues’ hands. 

And with 73% of shoppers now expecting retailers to use the latest technology1 , there is no reason at all to wait any longer to implement personal shopping devices.

Everything from queue-free checkouts to personalized rewards and experiences can be realised, enabling retailers to boost bottom-line and see a 10% uplift in basket sizes2.

Consumer shopping can starts anywhere

The consumer retail journey can start anywhere—including at home.

Your customer might access your store’s app through their smartphone to connect with their smart speaker and amend a shopping list by voice activation.

Once in-store, through scanning a membership card, the experience is linked together and the consumer can pick up Zebra’s PS20 device to scan the items they want as they move through the aisles. The PS20 (running DN Vynamic® Software) also presents them with personalised offers, which boosts basket sizes.

As the PS20 is connected to the user’s profile in a retailer’s app, it knows their shopping list and amazingly this allows electronic shelf labels to flash as they near items they had planned to buy. If the item is not in stock, others can be suggested, while similar or complementary products are automatically recommended too.

Further personalisation is delivered by knowing the consumer’s dietary issues and requirements, to flag important allergy and ingredient details.

Any out-of-stock products can even be scanned into a ‘ghost basket’ and then paid for in the same transaction, with delivery happening later to the consumer’s home, messaging them first with suggested slots.

Before they leave the in-store experience, the customer can pay fast by scanning a QR code on the payment terminal at the checkout, using their personal smartphone—which then instantly gets updated with reward points.

But personalisation doesn’t end in-store. Later, they can receive a “thank you” message, as well as access to curated experiences when next in-store, including demonstrations from leading chefs based on preferences and buying habits. 

They can also be encouraged to post a review on social media in return for a money-off voucher. 

This whole mobile customer journey is enabled by Zebra’s handheld devices, powered by DN AllConnect Servicesâ„  for Retail, a cloud-based solution that streamlines device management and reduces costs. 

Associates are empowered to do more on the shopfloor

Retail mobility is not just about the consumer—it enables associates to be more helpful, informed and effective, for example through Zebra’s EC50 handheld device and our Vynamic Software.

When a customer walks into a store, the EC50 receives an alert, allowing an associate to walk over and give them a personal welcome. The consumer can also summon help directly using their PS20 personal shopping device. If they call for assistance at a kiosk, the associate’s EC50 is notified of their location. 

Effective teamwork is also enhanced by facilitating mobile staff journeys. For example, the EC50 can be used for push-to-talk, enabling an associate to call a colleague and check stock availability, without leaving the customer’s side. They can also message store individuals or groups.

Customer service is a top priority for every retailer, and 82% of associates believe a real-time inventory view is essential . The consumer can be helped instantly with associates being able to check stock availability on the EC50 and ordering any out-of-stock items for customer delivery on the spot.

Thanks to the ability to pay via a QR code or on a personal smartphone device, queues are reduced, and this frees up staff to do more around a store. Associates can be redeployed to other tasks and research shows 72% of associates prefer to be automatically prescribed these tasks .

The EC50 is central here too, as it automatically points them toward click & collect, stock picking, inventory checks, markdowns and many other jobs, such as racing through returns and refunds from the handheld directly or using it for remote authorization such as for age verification, and partial rescans.

Maybe that’s why 85% of associates say mobile devices with built-in scanners help them provide a better shopping experience and increase their own job satisfaction. If lines do build up, the EC50 can even act as a handheld checkout, allowing an in-store colleague to take payments and scan a customer’s loyalty card to redeem points. They can also upsell when offers pop-up on the EC50 based on the customer’s data. 

With all this in mind, it is no wonder 70% of associates feel more positive when they have useful technology on hand to help them .

And it is that useful technology that is now at the heart of our retail mobile journeys. It rewards both shoppers and colleagues and as retail moves into 2022, Diebold Nixdorf and Zebra are leading this personalized experience evolution.

Original post in
1 Zebra’s 14th Global Shopper Vision Study 2021: The Next Wave of Retail Fulfilment
2 Based on data from Zebra Technologies

Let's Connect

I am interested in

Connect with Sales

  • Connect with Sales
  • Current Customer Support