In-Store AR Navigation

When exploring in-store XR applications, we initially wanted to build a one-stop shop solution. However, we discovered that users perform many activities in parallel while shopping—looking for general products like oatmeal or specific items like Lucky Charms simultaneously. A shopping list approach created too much upfront work for users.

By breaking parallel tasks into separate projects, we could identify customer jobs and pain points more accurately. This led to "Locate"—a way to help customers get to any products they wanted, in any order, while enhancing their experience.

We tested two hypotheses:

(1) Customer Impact—providing an XR experience to find and navigate to products would save time and reduce frustration
(2) Business Impact—reducing frustration would decrease abandoned items and increase sales.

We achieved a 90%+ customer satisfaction score across over 200 in-store tests. The project was showcased in executive demos in Bentonville, AR to great praise and at CES 2024. Learnings from Locate have been shared with the Store Journey's UX team, which builds store-based mobile app experiences.