SMaRTmobile performance support

(mPS)

A Case Study

on Tablet Implementation

at Home Depot Canada

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We needed a solution that could be…

SocialMobileandRealTime

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Strategy

• Implement in-store performance support tools and methodology to improve the customer experience and increase sales

• Utilize mobile technology to equip store associates with real-time, in aisle access to product and project knowledge materials

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Strategy

• Implement in-store performance support tools and methodology to improve the customer experience and increase sales

• Utilize mobile technology to equip store associates with real-time, in aisle access to product and project knowledge materials

Solution

• Access to information target: “2 clicks or 10 seconds”

• Pre-configured iPad Minis. Home Depot app. Competitor links. Vendor apps and websites.

• FAQ’s. Links to How To videos, product knowledge training (eLearning and videos). QR codes.

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Strategy

• Implement in-store performance support tools and methodology to improve the customer experience and increase sales

• Utilize mobile technology to equip store associates with real-time, in aisle access to product and project knowledge materials

Solution

• Access to information target: “2 clicks or 10 seconds”

• Pre-configured iPad Minis. Home Depot app. Competitor links. Vendor apps and websites.

• FAQ’s. Links to How To videos, product knowledge training (eLearning and videos). QR codes.

Pilot

• Place 18 iPad Minis in one store for 9 weeks. Shared devices.

• 4 months to build the solution; 2 months to test it.

• Track usage and impact on sales and the customer experience.

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What we tested

Publically available apps

Key partnerships

QuickTapSurveyBy Tabble Dabble

CellCastBy OnPoint Digital

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I don’t know what I don’t know…I just know what I want.

Massive impact

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I want to be agnostic

Any device, any operating system

Corporate devices, shared and non-shared

BYOD

Customer facing too?

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I want easy configuration

Standardized or user-customized?

Push new content, pull relevant data

What MDM?

How much functionality will be ‘shut off’ or restricted for policy reasons?

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I want a lot of bandwidth

How many systems &/or networks will it need to access?

Users won’t restrict themselves to just the approved functions or applications.

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I want adoption in field

It has to meet a real need and solve a real problem… and it has to make money doing it.

It can’t just be cool

It has to integrate well into existing work processes

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I want to report results

Real time data

Usage data is important

Focus on KPIs

Real time data exported from TabbleDabbleinto Excel for instant analysis

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Where to from here?

National roll out 180 stores

Merge with BYOD Hybrid depolyment

More social User generated

content

Q&A

Steven Beggs

Senior Manager, Learning Innovation

steven_r_beggs@homedepot.com

@stevenrbeggs (#mPS)