Shopping on a phone is super convenient, but sometimes that small screen doesn’t give me the in-depth detail I need for certain types of purchases.
Turns out, a lot of customers do that, too. “Our electronics department associates noticed that customers were using store display laptops and tablets to purchase from Walmart.com,” Nicole Clendeninn, a senior project manager of merchant technology at Walmart Labs, recalled. Just like me, they wanted to use something bigger than a phone screen to shop. Others used the store displays because they didn’t have a smart device with them. From these simple observations, came an even simpler idea: Walmart.com in-store kiosks.
The solution launched in just five stores almost a year ago and has since grown to 50 locations. Each of these stores has 1-2 kiosks, usually near customer service or the electronics department. The kiosks allow customers to shop all products on Walmart.com (minus Marketplace items), pay how they want – even cash, if they like – and ship it to store or their home.
Nicole’s team didn’t stop there. They used this same technology to enable associates to help customers make online purchases from anywhere in the store. Associates already use a handheld device for their daily tasks, so Nicole’s team added a new app that allows them to assist customers with Walmart.com merchandise on the spot.
Let’s say you’re looking for a laptop. With this new app, an associate can pull up reviews on his or her handheld device so you can see which one has the best reviews. Once you’ve made your choice, that associate can check you out right there or take you to a kiosk to let you pay without a card. Same thing goes if you can’t find what you’re looking for in the store – they can help you find it online, show you the reviews and help you check out.
Not every store will get a kiosk, but the team is working to get the associate-facing app on all their handheld devices.
Watch this video to see how the kiosk came to life.