How we’re simplifying crime reporting

In their recently published annual crime survey, The British Retail Consortium (BRC) reported that retail crime is at an all-time high having risen by 6% against 2016 to a staggering £700m.  The number of violent incidents has also seen a huge increase and reflects a growing concern in society around the challenges facing the retail industry in the UK.

When crime and security incidents occur in our stores it’s really important that every incident is logged. This enables our Retail Support Centre teams to monitor and analyse crime data and ultimately drive the actions and changes that help to keep our colleagues safe. The safety of our colleagues is always a priority, and we’ve listened to store colleague’s feedback on the existing reporting process – one of the biggest concerns our colleagues have raised is how time consuming it is for stores to report security incidents. Unfortunately this often leads to only a small number of incidents being reported, especially if it is relatively low value theft.

A Mobile Solution

Kingdom 1We’ve listened hard and based on this feedback we have been working with Kingdom to develop an app that will make this much easier for store teams to log minor security incidents. It’s stressful enough for our colleagues when they have to deal with incidents in store, so anything that can simplify the crime reporting process for our colleagues is hugely beneficial for our coop.

We recently released Kingdom Konnect – an app that give stores an easy and simple way to log incidents on their mobile devices. So after an incident, instead of having to go back into the office and log on to the PC, colleagues can now complete security incident reports on the go – whether it’s on the shop floor, at the kiosk, or in the warehouse. The app gives our colleagues a quick and easy way to log minor shoplifting and anti-social behaviour incidents – and it takes less than a minute to do. Many colleagues are already using the app, and we’ve heard some great feedback so far

“This is amazing! It’s easy to use and no excuse not to report crime….”

Liam, Cambridge

“It’s really brilliant to use – Everyone is using it. Logging incidents is much quicker than before. The ease of it is that it’s in your pocket so you can use it as soon as an incident happens”

Ian, Dunscroft

“It’s so much easier than logging it on the back office”

Hannah, Somerton

The information logged via the app is vital, as it allows us to gather greater insight and understanding of crime in our stores. Having access to this information in turn helps support centre teams make the right decisions for colleague safety and allows us to react with resource where needed.

Guard
Jamaal, our Guard at Butcher Hill has been using the new App

All stores will be given access when store tablets launch later this year, however we know from listening to colleagues that they welcome the opportunity to use their own devices in the meantime. So, if colleagues choose to, they can download and access from personal devices (Colleagues should see week 9’s Bulletin for info) . We’ve seen a fantastic number of colleagues starting to use it already. This is a great step forward in simplifying crime reporting for our stores, but we haven’t finished yet. Later in 2018, we have plans to introduce an all-encompassing Health and Safety system that will be accessible from our store mobile devices which will bring further improvements to help us support the safety of our colleagues in store.

How sketching sessions can help us make our stores more efficient

We’ve been collecting ideas for digital products and services with people that know most about problems in stores – our colleagues. 

Recently, our area and regional managers got together for their annual conference. During the afternoon we held breakout sessions where the Leading the Way team showed some of the digital products we’ve been working on. And we also ran a ‘sketching session’.

Sketching is a technique Leading the Way has been using to help us pool ideas from subject matter experts. We’ve been doing this both before and during the time we’ve been building products and services. We want to hear from the people who know the most about our problem space – after all, they are the people who experience it every day so their input is really important.  

Then we build on these ideas. Here’s an early sketch of MySchedule, something we’re now working on. It’s amazing to think that just a few months ago, this idea was locked away in someone’s head!

Image shows doodles from a sketching session.

And here’s the real thing:

Image shows MySchedule where teams can find out about their schedule.

How sketching sessions work

We read the group a series of questions and asked them to sketch their response to the questions. So, for example, one of the questions was: ‘How can we make communications simpler in stores?’ Here’s an example sketch that answers that question.

Image of a doodle from a sketching session. doodle shows a megaphone with 'clear, concise message' written above it.
You don’t have to be able to draw to take part. A good sketch can be a scribble, some words, a diagram or absolutely anything that can convey an idea to us.

Anyway, we ran 4 sessions with around 60 people in each, so we got absolutely loads of feedback in sketch format.

photograph of people taking part in a sketching session.

So many ideas! How we filtered

We collected all 500 sketches, took them back to our team and this week we’ve been sorting them and grouping them into themes. We’ve used a ‘filter’ (basically a series of check boxes) to keep us focussed when we sort. You can read more about our filter in our post about our discovery into our food stores.

Pulling out common themes

We’re already seeing lots of common themes in the sketches. For example, lots of people think we need simpler communications ie, just one single way of finding out important information when you’re at work or elsewhere. The sketches also told us that many of you feel swamped with messages and tasks being delivered in numerous ways – see the sketch below.

photograph of doodle from sketching session showing a laptop with the message 'you have 600 emails' on it depicting being overwhelmed by messages.

We also see that you think our stores need some sort of ‘toolkit’ that will make it easier to complete tasks and help colleagues to do all the things they need to do within the time available.

photograph of a doodle from a sketching session that show a 'co-op swiss army knife' depicted like a toolbox to help get all tasks done.

We’re working on some stuff already

We’re really pleased to see that some of the work we are already doing matches up with the ideas people had during the sketching sessions. And even better, we think that some of these sketches may take our new products even further. We’ll take the ideas that fit best and build them into our roadmap.

Here are some that map to our How Do I product.

photograph of sketches that link to our How do I product

What we’ll do next

We’re still working through the sketches, collating the themes and seeing how they can influence what we do next.

Thanks so much to everyone that got involved on the day. It was great to have your support. We’ll blog again soon to share our progress.

Kim Morley
Delivery manager, Co-op Digital