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.

  • 8 Weeks to get a live app in customers’ hands
  • 100% Control of purchase journey for M&S customers
  • 0 Minutes waiting time for customers

Our 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.

Through remote user testing, guerrilla testing, lab tests, staff trials and three in-store trials we continued to gain insight into how to refine and improve it.

Strategy Director, Zone

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.

Zone