A customer walks into your store and pulls out her smartphone. After connecting to your free, public Wi-Fi, she now has more access to information in the palm of her hand than your employees could ever retain, no matter how good your employee training. In this situation, how do you help your employees to help this customer, particularly in a complex retail environment where product knowledge and project “know how” are key differentiators?
In 2013, Home Depot Canada began an ambitious project to test and implement mobile performance support (mPS) in their stores. With the intention of positively impacting the customer experience and top-line sales, they began testing the viability of placing mobile devices in their associates’ aprons. Branded “SMaRT Learning” (Social, Mobile, and Real Time), Home Depot Canada provided pre-provisioned iPad Minis for associates to use in the aisles with customers. Participants in this session will explore Home Depot Canada’s mPS case study, reviewing the challenges, successes, and “do differentlys” of their experience.
In this session, you will learn:
- Why Home Depot Canada wanted to implement an mPS program
- How they developed, tested, and evolved their solution
- What worked, what didn’t work, and what Home Depot Canada is now doing differently
Audience:
Intermediate-to-advanced learning professionals with a working knowledge of mobile learning, smart devices, and performance support. Valuable for directors, VPs, and other leaders with the ability to define and implement strategic priorities.
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