In May 2026, JW Digital team joined our client’s business team in visiting stores to examine day-to-day operating processes, customer experience, and system usage. By observing real business scenarios and speaking directly with frontline employees, the project team developed a clearer understanding of operational needs and the practical challenges involved in implementation.

Understanding the Business from the Store Floor

Retail digitalisation does not take place only in meeting rooms or back-end systems. Its impact is ultimately reflected in store operations and the customer experience.

Field research allows consultants to follow actual workflows, observe how different activities connect, and understand how current processes are carried out. It also helps identify potential gaps between system design and frontline usage.

Compared with relying solely on process documents and workshop discussions, feedback from stores provides a more direct view of operational reality and a stronger basis for subsequent requirements analysis and solution design.

Bringing Frontline Needs into the Solution

During the research, JW Digital team held detailed discussions with store managers and frontline employees to understand the issues they encounter in daily operations, as well as their practical expectations for processes and systems.

These findings will be consolidated and brought back to the wider project team to further validate business requirements and refine process and system design.

By incorporating frontline use cases into project decisions, the solution must not only be functionally feasible, but also fit the way stores actually operate and reduce unnecessary operational effort.

Working with Our Client to Support Implementation

In-store research is an important part of JW Digital’s approach to retail digitalisation projects. Our consultants contribute not only to strategic planning and solution design, but also to the ongoing validation of those solutions in real operating environments.

Starting from the business frontline helps project teams identify issues earlier, understand requirements more accurately, and adjust the solution throughout implementation.

Only by working directly in stores can a digital solution move beyond system design and become a practical capability that frontline teams can use.