The story

We developed a scan, pay and go app that means no more tills and no more queues.

In just eight weeks our agile team, working with in-house staff, created a live web application enabling customers to scan and pay for their shopping using only their phones.

The challenge

M&S needed help validating digital innovations at speed.

For customers in need of convenience food, M&S is an obvious choice. But with long queues turning people off, M&S wanted to explore using technology to increase footfall, improve efficiencies and enhance the in-store experience for customers and staff.

Our approach

Embedded teams co-created and continuously validated the app

An agile, multi-disciplinary team was based at M&S’s head office for the duration of the project. We used our product accelerator model – a process that enables work to cycle through immersion, ideation, prototyping, learning and iterating at pace.

We also immersed ourselves in the retail environment, interacting with real customers to give the team practical and psychological insights that shaped each iteration.

The product

We created a new in-store purchase experience for M&S in eight weeks.

We made an app that allows customers to quickly scan products on their phones, pay immediately and leave without having to queue at all. As well as being convenient for customers, the more streamlined process enabled people to pass through the store more quickly.

Results

8

weeks later we put a live app in customers’ hands

100%

control of purchase journey for M&S customers

0

waiting time for customers