Case Study: Best Buy

The Future of the Employee Experience

90,000 store employees (sales associates, warehouse staff, Geek Squad agents) were using a fragmented ecosystem with over 15 different digital tools combined with manual processes.

How might we create a more cohesive tooling system across digital and paper systems to make their work easier and better?

My work:

• Centered the tooling strategy on employee needs vs. headquarter assumptions

• Redirected a flawed paper-to-digital strategy that would have impeded in-store sales

• Built a user-first communication strategy for notifications/alerts, ensuring employees opted-in to an employee app they needed to download on their personal phones