Scan and go trolly
Unfreez
Why/aim/benefits/how it has been communicated
Why:
- Save time
- Innovation
- Shoppers were looking for value and convince and this trolly was described as a leading innovation that will help with convince
Benefits:
- Resulted in a faster an more convenient shopping experience
- Balance budgets and track spending
- Differentiation which gives them the edge over competitors as it is the first business to use this
Communication:
- Through internal channels to reassure the change to staff and increases value to customers
- They communicate that it’s an optional method and no jobs will be sacrificed.
Refreeze
Strengthens the change
New employees were hired to insure that everyone was on board
Its included in there corporate updates an therefore imbedded within their policy
training
Change
Implementation
Adjusted the employees routine to allow for scan and go assistance, traditional services and floor support.
It did spark concern about job security however they addressed this to reduce resistance.
Inmoved camera coverage which was to give staff confidence in the system
the importance of leadership in change management
Woolworths launched their digital Scan and Go trolleys in August 2024
In August 2024, Woolworths leaders played a crucial role in communicating the benefits of the new Scan & Go trolleys such as speed, convenience, and budget control to both staff and customers.
managers reassured employees that the technology was not designed to replace them but to redeploy their roles into more customer service–focused tasks, while also addressing customer concerns by emphasising that the system would save time and increase control over spending rather than shifting extra work onto shoppers. This open and supportive leadership style helped to minimise resistance to change.
management strategies
Staff training:
Staff who previously worked at checkouts were retrained to operate and troubleshoot the digital trolleys, assist customers, and monitor for incorrect scanning.
Innovation
The trolleys were themselves an innovation, a new way of shopping that allowed Woolworths to stand out in a competitive market.
Change in Management Styles / Skills
Managers to shift toward a autocratic management style, guiding staff through the transition.
Additionally Strong communication skills were also crucial to reduce resistance.
corporate culture and strategies for its development
Updating the Employee Code of Conduct (official) Reviewed to include expectations around supporting customers with new technologies.
Updating mission statement: (official)
update its mission statement to highlight its commitment to innovation, convenience, and customer experience.
system thinking
Encourages staff to see how changes in one area (e.g., technology like Scan & Go trolleys) affect the wider business, customers, and employees
Personal Mastery
Individuals continuously improve their skills and capabilities.
Staff are encouraged to upskill (e.g., training to support customers with new technology).
Mental Models
Challenging existing assumptions, mindsets, and ways of working.
For Woolworths, this meant shifting the mindset from “checkouts = cashier” to “staff = customer support and innovation.”
Building Shared Vision
Leaders communicate that innovations like Scan & Go are about convenience, service quality, and keeping Woolworths competitive, so employees see purpose in the change
Team Learning
Staff share feedback on customer experiences with the trolleys, learning together how to improve implementation
low risk strategy’s of communication and support
- Communication
staff fully informed about the reasons for the change, expected benefits, and how it will affect them. Management explained that Scan & Go trolleys were designed to improve customer convenience rather than eliminate jobs. - Support
Employees received training in both technology and customer service for the new trolleys
The effect of change on emplyess
Employees: role changes — moving from checkout duties to assisting customers with technology (under go re-training)
-some older customers may have resisted the change as they do not feel condisent with technology and they are set in there way
-while younger employees may have felt the underingoi retaining is a boring process.
the effect of change on customers
Customers: increases satisfaction= greater convenience, shorter wait times, and more control over their shopping experience.
. corporate social responsibility considerations when implementing change
Employees- extensive training, redeployment opportunities, and emotional support to ensure workers feel valued and secure.
Customers- guide and assist customers, and keep traditional checkout options open so no group feels excluded
KPI reviews
Number of Customer Complaints
Shows improved customer experience or decreased.
Level of Staff Turnover
if staff turnover stays low or decreases, it shows employees feel supported and engaged with the change.
