ABOUT PROJECT

A self-scanning prototype that was the first of its kind in the Netherlands, facilitating a smoother and more enjoyable customer experience.

BUSINESS CHALLENGE

In 2019, HEMA still used paper shelf labels and employees spent hours changing them every day. This inefficient system was in need of an update.

HUMAN PERSPECTIVE

HEMA customers could spend a long time waiting in queues and sometimes went to a store for a specific item that was then out of stock. With the Shelf Scanner, queues were cut and out-of-stock items could be ordered in-app by scanning QR codes on the shelves.

SOCIETAL NEED

When the prototype was developed, the use of self-scanning checkouts and QR codes was in its infancy. The Shelf Scanner harnessed technology to create an easier, more efficient shopping experience.

LAB PROCESS

The project began with building an app and self-scanner prototype, following the HEMA customer journey. This included onboarding, scanning, adding items to the basket or ordering them for delivery and then checking out. The prototype was then tested and fine-tuned according to feedback and an in-store pilot was launched.

INNOVATION OUTCOMES

The Shelf Scanner brought innovative technology to the shop floor, with an easy-to-use and enjoyable app, including animations featuring recognisable HEMA products. The pilot was user-tested in store and received positive feedback.