Consumer Goods Company Achieves Error Reduction With Better User Experience Design

Consumer goods company achieves error reduction with better user experience design

A major Australian produce company ships over 400,000 retail units per week, and their facility processes over 50 separate product lines on a daily basis.


The client was using a desktop label printing software situated in the corner of the warehouse. Employees would often print out the wrong labels or forget details by the time they had counted stock and gotten to the computer; supermarket chains will reject thousands of dollars in stock if the wrong data is printed on a stock label.


After conducting an Experience Design project involving a series of stakeholder and customer workshops plus shadowing users, a POC was created and tested with selected user groups. Concentrix Catalyst was asked to develop the pilot application on the iPad in order to test and evaluate the impact of the solution in a live test environment.


By positioning an app close to the packing desk, the client was able to reduce the number of errors by over 90%. Additionally, there was a significant reduction in Tech Support site calls.

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