Best Buy

Welcome to the connected store.

Best Buy was at a crucial juncture. Online competitors such as Amazon were quickly chipping away at the company’s market share. Best Buy needed to innovate, fast. So it enlisted us to help recast its biggest assets—physical stores and sales staff—as differentiators that would bring more customers through the door. Since then, we’ve partnered with Best Buy to create new ways to use technology to support and connect customers at the store, in their homes, and on the go.

Touchscreen shopping aid for customers.

Shop Assist is the first digital tool from our in-store vision work to be integrated into the shopping experience. This tool offers product discovery and research features to meet customers in the aisle and empower them in the decision-making process. With Shop Assist, customers can browse an expanded assortment of products, read product details and customer reviews, compare options, and initiate a sales consultation.

Mobile sales tool for employees.

The Associate Sales App gives store staff the tools they need to have collaborative and efficient interactions with customers. When provided with tablets running the app, associates have product info at their fingertips to effectively guide customers through research and decision-making.

A seamless experience.

Together, Shop Assist and the Associate Sales App open up new opportunities for learning, sharing, and connecting customers with product experts on the floor. Designed to work as two connected tools, customers are able to access information and sales staff at the push of button, and associates are able to quickly get up to speed on the work done by the customer on her own, thus improving their ability to guide a consultative conversation and build a rewarding relationship.

Learnings

Offer the
right info at
the right time.

Access to accurate, easily understandable information often makes the sale, so it’s key to give customers the tools and information they need at the moment it counts most, no matter where they are—in-store, at home, or on the go. By providing easy access to the right information at the right time, customers can understand their options and feel confident in their choices.

Human
relationships
are powerful.

Best Buy’s legions of sales associates are at the front lines, interacting with customers constantly. By giving them the digital tools they need to have more successful human interactions, Best Buy can turn one of its biggest differentiators into a major advantage.

Channel
boundaries no
longer exist.

Customers don’t think in channels, so neither should we. New devices and technologies allow customers to adapt the way they shop to fit their needs. An omni-channel approach that offers fluid, easily transferrable experiences across devices and contexts provides customers with the seamless experience they want.