With over 60 years of fashion retailing experience , River Island is one of the most well-known brands on the UK high street . It prides itself on stylish affordable fashion and has over 300 stores across the UK as well as a large international e-commerce website .

The organisation wanted to modernise its store operations and evolve a strategy to ensure it continued to innovate . Specifically , one that could improve both the customer and employee experience through the use of technology . River Island had been using single-use handheld devices for store operation tasks . Over time , these devices had become costly to purchase , maintain and were limited in their capabilities . Different tasks across the store required different devices , used primarily only proprietary software and did not offer a positive employee experience .

With one device being shared by up to four store associates , it limited the ability of store associates to respond to customer enquiries in a timely fashion or for them to communicate with each other and head office . This led to an environment which ultimately impacted store associate morale and degraded the customer experience .

River Island knew the importance of selecting the right solution especially for the scanning . Switching to a new solution with sub-optimal ergonomics and performance compared to what was used previously would have made it an uphill battle to win the hearts and minds of the store associates .

Solution

River Island recognised that it needed to look for a camera-based , software scanning solution , which ultimately led to changing its device class and allowing

CASE STUDY

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