Here were some of the things I learned after interview a handful of people at Safeway:
- Shoppers had different ways of tracking what they needed (lists, texts, memory)
- People will buy things they didn’t intend on buying if they see it and realize they want or need it
- People will rely on the signs at the end of each aisle to figure where their items are
• More experienced/regular shoppers have an idea of where things are so they only use signs when they can’t remember
- People prefer to look for their items themselves before going to an employee
• there’s an expectation for employees to know where items are
• You can either walk around until you find an employee, or go to the front of the store
• Most people will go to an employee after not being able to find an item
• People don’t want to talk to an employee if they don’t have to