CIO OPINION new systems and platforms needs to be a focus . Problems like ‘ phantom inventory ’ – where products appear available on digital platforms when they aren ’ t in reality – highlight the need for retailers to adopt new , advanced processes for managing and tracking stock . The fact that the majority of retailers report having less than 80 % inventory accuracy shows just how many are still struggling with bringing together physical and digital data using their current tech stacks .
Legacy systems exacerbate the problem by promoting unreliable information , and many businesses will need to audit what is still needed and what is actually getting in the way if they are to protect their profits . CIOs must remain laser-focused on finding solutions for the most pressing problems rather than chasing the shiniest technology . Making a splash cannot come at the expense of neglecting fundamental elements of customer or employee experience .
2 . Improve UX for workers
The pandemic and its aftermath have underscored the crucial role frontline workers play . Yet , in the retail industry , there is typically a disconnect between their needs and the technology they are provided with . In many stores , for example , multiple workers need to share purpose-built devices like scanners or mobile point-of-sale , making it difficult for each to act autonomously and efficiently , and even when they do get a chance to use their tech they often find it is not designed intuitively , adding to their frustration .
The real-world settings this technology is deployed in must be considered , as should users ’ experience with new tools . Situational testing doesn ’ t always take place – even vendors can be guilty of not building tools for the people who use them – and confusing interfaces and clunky workflows often result .
CIOs need to make end-user needs their priority when adding or developing new technology . They need to ask : ‘ Who will be using this and for what ?’ They must also think about the actions end-users need to take to complete their tasks and the conditions they will be under when they do . Tools needed for stockroom tasks that require abundant light to work wouldn ’ t make sense , for example , nor would creating an app that requires precise inputs when workers typically wear gloves .
The single biggest mistake designers make is envisioning how their creations will be used while sitting at their laptop – a sure recipe for low adoption . Employee satisfaction – and the impact it has on customer ’ s experiences – cannot be overlooked .
CIOs need to make end-user needs their priority when adding or developing new technology .
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