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Key findings: Long-term Argos customers (21+ years) exhibited deeply ingrained catalogue-browsing behaviour Store signage created confusion between P@B and click-and-collect queues For items requiring ID verification, the customer flow was inefficient (tablet → counter → tablet again)","absoluteBoundingBox":{"x":9227.0,"y":4271.0,"width":327.0,"height":423.0},"isolatedAbsoluteRenderBounds":{"x":9227.818359375,"y":4282.818359375,"width":324.91796875,"height":401.63623046875},"relativeTransform":[[1.0,0.0,24.0],[0.0,1.0,154.0]],"size":{"x":327.0,"y":423.0},"fills":[{"blendMode":"NORMAL","type":"SOLID","color":{"r":0.0,"g":0.0,"b":0.0,"a":1.0},"visible":true,"opacity":1.0}],"strokeAlign":"OUTSIDE","layoutAlign":"STRETCH","strokes":[],"effects":[],"accessibleHTMLTag":"AUTO","isDecorativeImage":false,"ariaAttributes":{},"interactions":[],"characterStyleOverrides":[],"characters":"Description: Ethnographic observation of customer behaviour in Argos stores across multiple regions in England, documenting how customers interacted with P@B tablets, signage, and store layouts.
Sample size: 8 stores across different regions
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navigation: Signage redesign reduced customer confusion and improved flow efficiency Streamlined ID verification process: Reduced friction for age-restricted purchases Enhanced discoverability: Maintained a valued browsing experience for loyal customers Organisational Impact: Evidence-based decision-making: Shifted the conversation from assumptions to data-driven strategy Cross-functional alignment: Research findings informed multiple departments beyond the original scope Research capability demonstration: Showcased the value of holistic, mixed-methods UX research in high-stakes business 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 Loyal, long-term Argos customers (particularly those with 21+ years of patronage) had a deeply ingrained relationship with the catalogue browsing experience. P@B tablets replicated this familiar behaviour, providing comfort, control, and a sense of discovery that online browsing didn't offer. For this segment, removing tablets would alienate a core loyal customer base. Research Question 2: What role do P@B tablets play in the customer journey?
 P@B tablets served as a critical \"stock discovery and navigation tool.\" When items were out of stock, the tablets displayed nearby availability across Sainsbury's family brands (Argos, Habitat, Sainsbury's), driving customers to explore alternative locations and products. This functionality was not replicated in any other channel. Research Question 3: How do P@B tablets influence cross-brand engagement?
 The tablets acted as an unexpected driver of cross-selling within the Sainsbury's ecosystem. 42% of P@B sessions involved exploration across Argos, Habitat, and Sainsbury's product ranges, creating incremental revenue opportunities that would be lost if tablets were removed. Research Question 4: Who are P@B users?
 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued. Research Question 5: What improvements could enhance P@B?
 Store signage was unclear, creating confusion between P@B and click-and-collect areas. Additionally, the ID verification process for age-restricted items forced customers into a disjointed journey (tablet → counter → tablet), creating frustration and abandonment.","absoluteBoundingBox":{"x":9227.0,"y":4731.0,"width":752.0,"height":682.0},"isolatedAbsoluteRenderBounds":{"x":9227.5,"y":4744.0,"width":749.3681640625,"height":659.45458984375},"relativeTransform":[[1.0,0.0,24.0],[0.0,1.0,72.02734375]],"size":{"x":752.0,"y":682.0},"fills":[{"blendMode":"NORMAL","type":"SOLID","color":{"r":0.0,"g":0.0,"b":0.0,"a":1.0},"visible":true,"opacity":1.0}],"strokeAlign":"OUTSIDE","layoutAlign":"STRETCH","strokes":[],"effects":[],"accessibleHTMLTag":"AUTO","isDecorativeImage":false,"ariaAttributes":{},"interactions":[],"characterStyleOverrides":[],"characters":"Research Question 1: Why are customers using Pay@Browse tablets?
 Loyal, long-term Argos customers (particularly those with 21+ years of patronage) had a deeply ingrained relationship with the catalogue browsing experience. P@B tablets replicated this familiar behaviour, providing comfort, control, and a sense of discovery that online browsing didn't offer. For this segment, removing tablets would alienate a core loyal customer base.\nResearch Question 2: What role do P@B tablets play in the customer journey?
 P@B tablets served as a critical \"stock discovery and navigation tool.\" When items were out of stock, the tablets displayed nearby availability across Sainsbury's family brands (Argos, Habitat, Sainsbury's), driving customers to explore alternative locations and products. This functionality was not replicated in any other channel.\nResearch Question 3: How do P@B tablets influence cross-brand engagement?
 The tablets acted as an unexpected driver of cross-selling within the Sainsbury's ecosystem. 42% of P@B sessions involved exploration across Argos, Habitat, and Sainsbury's product ranges, creating incremental revenue opportunities that would be lost if tablets were removed.\nResearch Question 4: Who are P@B users?
 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued.\nResearch Question 5: What improvements could enhance P@B?
 Store signage was unclear, creating confusion between P@B and click-and-collect areas. 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 Argos stores across England varied significantly in layout, customer demographics, and operational practices.
Adaptation: Conducted field research across multiple regions to ensure findings were representative and not location-specific. Challenge 3: Tight timeline with high-stakes decision
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 Argos stores across England varied significantly in layout, customer demographics, and operational practices.
Adaptation: Conducted field research across multiple regions to ensure findings were representative and not location-specific.\nChallenge 3: Tight timeline with high-stakes decision
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 P@B tablets served as a critical \"stock discovery and navigation tool.\" When items were out of stock, the tablets displayed nearby availability across Sainsbury's family brands (Argos, Habitat, Sainsbury's), driving customers to explore alternative locations and products. This functionality was not replicated in any other channel. Research Question 3: How do P@B tablets influence cross-brand engagement?
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 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued. Research Question 5: What improvements could enhance P@B?
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 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued. Research Question 5: What improvements could enhance P@B?
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 Argos stores across England varied significantly in layout, customer demographics, and operational practices.
Adaptation: Conducted field research across multiple regions to ensure findings were representative and not location-specific. Challenge 3: Tight timeline with high-stakes decision
 The business needed rapid insights to inform store-wide decisions affecting hundreds of locations.
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 Argos stores across England varied significantly in layout, customer demographics, and operational practices.
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Question 1: Why are customers using Pay@Browse tablets?
 Loyal, long-term Argos customers (particularly those with 21+ years of patronage) had a deeply ingrained relationship with the catalogue browsing experience. P@B tablets replicated this familiar behaviour, providing comfort, control, and a sense of discovery that online browsing didn't offer. For this segment, removing tablets would alienate a core loyal customer base. Research Question 2: What role do P@B tablets play in the customer journey?
 P@B tablets served as a critical \"stock discovery and navigation tool.\" When items were out of stock, the tablets displayed nearby availability across Sainsbury's family brands (Argos, Habitat, Sainsbury's), driving customers to explore alternative locations and products. This functionality was not replicated in any other channel. Research Question 3: How do P@B tablets influence cross-brand engagement?
 The tablets acted as an unexpected driver of cross-selling within the Sainsbury's ecosystem. 42% of P@B sessions involved exploration across Argos, Habitat, and Sainsbury's product ranges, creating incremental revenue opportunities that would be lost if tablets were removed. Research Question 4: Who are P@B users?
 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued. Research Question 5: What improvements could enhance P@B?
 Store signage was unclear, creating confusion between P@B and click-and-collect areas. Additionally, the ID verification process for age-restricted items forced customers into a disjointed journey (tablet → counter → tablet), creating frustration and abandonment.","absoluteBoundingBox":{"x":8363.0,"y":5453.97265625,"width":752.0,"height":682.0},"isolatedAbsoluteRenderBounds":{"x":8363.5,"y":5466.97265625,"width":749.3681640625,"height":659.45458984375},"relativeTransform":[[1.0,0.0,24.0],[0.0,1.0,76.0]],"size":{"x":752.0,"y":682.0},"fills":[{"blendMode":"NORMAL","type":"SOLID","color":{"r":0.0,"g":0.0,"b":0.0,"a":1.0},"visible":true,"opacity":1.0}],"strokeAlign":"OUTSIDE","layoutAlign":"STRETCH","strokes":[],"effects":[],"accessibleHTMLTag":"AUTO","isDecorativeImage":false,"ariaAttributes":{},"interactions":[],"characterStyleOverrides":[],"characters":"Research Question 1: Why are customers using Pay@Browse tablets?
 Loyal, long-term Argos customers (particularly those with 21+ years of patronage) had a deeply ingrained relationship with the catalogue browsing experience. P@B tablets replicated this familiar behaviour, providing comfort, control, and a sense of discovery that online browsing didn't offer. For this segment, removing tablets would alienate a core loyal customer base.\nResearch Question 2: What role do P@B tablets play in the customer journey?
 P@B tablets served as a critical \"stock discovery and navigation tool.\" When items were out of stock, the tablets displayed nearby availability across Sainsbury's family brands (Argos, Habitat, Sainsbury's), driving customers to explore alternative locations and products. This functionality was not replicated in any other channel.\nResearch Question 3: How do P@B tablets influence cross-brand engagement?
 The tablets acted as an unexpected driver of cross-selling within the Sainsbury's ecosystem. 42% of P@B sessions involved exploration across Argos, Habitat, and Sainsbury's product ranges, creating incremental revenue opportunities that would be lost if tablets were removed.\nResearch Question 4: Who are P@B users?
 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued.\nResearch Question 5: What improvements could enhance P@B?
 Store signage was unclear, creating confusion between P@B and click-and-collect areas. 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 Argos stores across England varied significantly in layout, customer demographics, and operational practices.
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 Argos stores across England varied significantly in layout, customer demographics, and operational practices.
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 Loyal, long-term Argos customers (particularly those with 21+ years of patronage) had a deeply ingrained relationship with the catalogue browsing experience. P@B tablets replicated this familiar behaviour, providing comfort, control, and a sense of discovery that online browsing didn't offer. For this segment, removing tablets would alienate a core loyal customer base. Research Question 2: What role do P@B tablets play in the customer journey?
 P@B tablets served as a critical \"stock discovery and navigation tool.\" When items were out of stock, the tablets displayed nearby availability across Sainsbury's family brands (Argos, Habitat, Sainsbury's), driving customers to explore alternative locations and products. This functionality was not replicated in any other channel. Research Question 3: How do P@B tablets influence cross-brand engagement?
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 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued. Research Question 5: What improvements could enhance P@B?
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Adaptation: Expanded research to include storage, operations, and signage teams, conducting additional stakeholder interviews to capture a holistic view. Challenge 2: Multi-regional complexity
 Argos stores across England varied significantly in layout, customer demographics, and operational practices.
Adaptation: Conducted field research across multiple regions to ensure findings were representative and not location-specific. Challenge 3: Tight timeline with high-stakes decision
 The business needed rapid insights to inform store-wide decisions affecting hundreds of locations.
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 The project was initially scoped to focus solely on the product sales department. However, early findings indicated broader systemic issues.
Adaptation: Expanded research to include storage, operations, and signage teams, conducting additional stakeholder interviews to capture a holistic view.\nChallenge 2: Multi-regional complexity
 Argos stores across England varied significantly in layout, customer demographics, and operational practices.
Adaptation: Conducted field research across multiple regions to ensure findings were representative and not location-specific.\nChallenge 3: Tight timeline with high-stakes decision
 The business needed rapid insights to inform store-wide decisions affecting hundreds of locations.
Adaptation: Deployed mixed methods research (surveys + interviews + observational field studies) concurrently to maximise speed without compromising 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 Loyal, long-term Argos customers (particularly those with 21+ years of patronage) had a deeply ingrained relationship with the catalogue browsing experience. P@B tablets replicated this familiar behaviour, providing comfort, control, and a sense of discovery that online browsing didn't offer. For this segment, removing tablets would alienate a core loyal customer base. Research Question 2: What role do P@B tablets play in the customer journey?
 P@B tablets served as a critical \"stock discovery and navigation tool.\" When items were out of stock, the tablets displayed nearby availability across Sainsbury's family brands (Argos, Habitat, Sainsbury's), driving customers to explore alternative locations and products. This functionality was not replicated in any other channel. Research Question 3: How do P@B tablets influence cross-brand engagement?
 The tablets acted as an unexpected driver of cross-selling within the Sainsbury's ecosystem. 42% of P@B sessions involved exploration across Argos, Habitat, and Sainsbury's product ranges, creating incremental revenue opportunities that would be lost if tablets were removed. Research Question 4: Who are P@B users?
 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued. Research Question 5: What improvements could enhance P@B?
 Store signage was unclear, creating confusion between P@B and click-and-collect areas. Additionally, the ID verification process for age-restricted items forced customers into a disjointed journey (tablet → counter → tablet), creating frustration and abandonment.","absoluteBoundingBox":{"x":7064.0,"y":6295.0,"width":1138.0,"height":562.0},"isolatedAbsoluteRenderBounds":{"x":7064.0,"y":6295.0,"width":1138.0,"height":562.0},"relativeTransform":[[1.0,0.0,70.0],[0.0,1.0,73.0]],"size":{"x":1138.0,"y":562.0},"fills":[{"blendMode":"NORMAL","type":"SOLID","color":{"r":0.0,"g":0.0,"b":0.0,"a":1.0},"visible":true,"opacity":1.0}],"visible":false,"strokeAlign":"OUTSIDE","strokes":[],"effects":[],"accessibleHTMLTag":"AUTO","isDecorativeImage":false,"ariaAttributes":{},"interactions":[],"characterStyleOverrides":[],"characters":"Research Question 1: Why are customers using Pay@Browse tablets?
 Loyal, long-term Argos customers (particularly those with 21+ years of patronage) had a deeply ingrained relationship with the catalogue browsing experience. P@B tablets replicated this familiar behaviour, providing comfort, control, and a sense of discovery that online browsing didn't offer. For this segment, removing tablets would alienate a core loyal customer base.\nResearch Question 2: What role do P@B tablets play in the customer journey?
 P@B tablets served as a critical \"stock discovery and navigation tool.\" When items were out of stock, the tablets displayed nearby availability across Sainsbury's family brands (Argos, Habitat, Sainsbury's), driving customers to explore alternative locations and products. This functionality was not replicated in any other channel.\nResearch Question 3: How do P@B tablets influence cross-brand engagement?
 The tablets acted as an unexpected driver of cross-selling within the Sainsbury's ecosystem. 42% of P@B sessions involved exploration across Argos, Habitat, and Sainsbury's product ranges, creating incremental revenue opportunities that would be lost if tablets were removed.\nResearch Question 4: Who are P@B users?
 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued.\nResearch Question 5: What improvements could enhance P@B?
 Store signage was unclear, creating confusion between P@B and click-and-collect areas. Additionally, the ID verification process for age-restricted items forced customers into a disjointed journey (tablet → counter → tablet), creating frustration and abandonment.","lineIndentations":[0,0,0,0,0],"lineTypes":["NONE","NONE","NONE","NONE","NONE"],"listStartOffsets":[],"lineStyleOverrides":[0,0,0,0,0],"lineTextDirections":null,"textAlignVertical":"CENTER","paragraphSpacing":36.0,"style":{"fontFamily":"Inter","fontPostScriptName":null,"fontStyle":"Regular","paragraphSpacing":36.0,"fontVariantPosition":"NORMAL","fontSize":16.0,"textAlignHorizontal":"LEFT","textAlignVertical":"CENTER","letterSpacing":-0.48,"letterSpacingValue":-3.0,"letterSpacingUnit":"PERCENT","lineHeightPx":24.9599990844727,"lineHeightPercent":128.901412963867,"lineHeightPercentFontSize":156.0,"lineHeightUnit":"FONT_SIZE_%","paragraphIndent":0,"listSpacing":0,"italic":false,"textCase":"ORIGINAL","textDecoration":"NONE","textDecorationSkipInk":false,"textDecorationStyle":"solid","textAutoResize":"NONE","textTruncation":"DISABLED"},"styleOverrideTable":{}},"232:15445":{"type":"FRAME","id":"232:15445","name":"Frame 132","absoluteBoundingBox":{"x":9341.0,"y":1601.97265625,"width":352.0,"height":697.0},"isolatedAbsoluteRenderBounds":{"x":9341.0,"y":1601.97265625,"width":352.0,"height":697.0},"relativeTransform":[[1.0,0.0,5.0],[0.0,1.0,18.0]],"size":{"x":352.0,"y":697.0},"fills":[],"visible":false,"constraints":{"vertical":"TOP","horizontal":"LEFT_RIGHT"},"constraintValues":{"left":{"pixelOffset":5.0,"sizeFraction":0.0},"right":{"pixelOffset":-5.0,"sizeFraction":1.0},"top":{"pixelOffset":18.0,"sizeFraction":0.0}},"strokeAlign":"INSIDE","strokes":[],"effects":[],"accessibleHTMLTag":"AUTO","isDecorativeImage":false,"ariaAttributes":{},"interactions":[],"paddingRight":24.0,"paddingLeft":24.0,"layoutMode":"HORIZONTAL","counterAxisAlignItems":"CENTER","primaryAxisSizingMode":"FIXED","counterAxisSizingMode":"FIXED","children":["232:15446"]},"630:18636":{"type":"TEXT","id":"630:18636","name":"Description: Ethnographic observation of customer behaviour in Argos stores across multiple regions in England, documenting how customers interacted with P@B tablets, signage, and store layouts.
Sample size: 8 stores across different regions
Key findings: Long-term Argos customers (21+ years) exhibited deeply ingrained catalogue-browsing behaviour Store signage created confusion between P@B and click-and-collect queues For items requiring ID verification, the customer flow was inefficient (tablet → counter → tablet again)","absoluteBoundingBox":{"x":8409.0,"y":1991.0,"width":1136.0,"height":220.0},"isolatedAbsoluteRenderBounds":{"x":8409.9091796875,"y":2001.81823730469,"width":1115.1396484375,"height":201.636352539062},"relativeTransform":[[1.0,0.0,70.0],[0.0,1.0,120.0]],"size":{"x":1136.0,"y":220.0},"fills":[{"blendMode":"NORMAL","type":"SOLID","color":{"r":0.0,"g":0.0,"b":0.0,"a":1.0},"visible":true,"opacity":1.0}],"strokeAlign":"OUTSIDE","strokes":[],"effects":[],"accessibleHTMLTag":"AUTO","isDecorativeImage":false,"ariaAttributes":{},"interactions":[],"characterStyleOverrides":[],"characters":"Description: Ethnographic observation of customer behaviour in Argos stores across multiple regions in England, documenting how customers interacted with P@B tablets, signage, and store layouts.
Sample size: 8 stores across different regions
Key findings:\nLong-term Argos customers (21+ years) exhibited deeply ingrained catalogue-browsing behaviour\nStore signage created confusion between P@B and click-and-collect queues\nFor items requiring ID verification, the customer flow was inefficient (tablet → counter → tablet again)","lineIndentations":[0,1,1,1],"lineTypes":["NONE","UNORDERED","UNORDERED","UNORDERED"],"listStartOffsets":[],"lineStyleOverrides":[0,0,0,0],"lineTextDirections":null,"textAlignVertical":"CENTER","paragraphSpacing":36.0,"style":{"fontFamily":"Inter","fontPostScriptName":null,"fontStyle":"Regular","paragraphSpacing":36.0,"fontVariantPosition":"NORMAL","fontSize":16.0,"textAlignHorizontal":"LEFT","textAlignVertical":"CENTER","letterSpacing":-0.48,"letterSpacingValue":-3.0,"letterSpacingUnit":"PERCENT","lineHeightPx":24.9599990844727,"lineHeightPercent":128.901412963867,"lineHeightPercentFontSize":156.0,"lineHeightUnit":"FONT_SIZE_%","paragraphIndent":0,"listSpacing":0,"italic":false,"textCase":"ORIGINAL","textDecoration":"NONE","textDecorationSkipInk":false,"textDecorationStyle":"solid","textAutoResize":"NONE","textTruncation":"DISABLED"},"styleOverrideTable":{}},"630:18634":{"type":"TEXT","id":"630:18634","name":"Following Sainsbury's acquisition of Argos, the company was evaluating its in-store digital infrastructure to optimise the customer experience and operational efficiency. Pay@Browse (P@B) tablets—digital interfaces allowing customers to browse and purchase items in-store—were under review for potential removal. The prevailing assumption was that these tablets had become redundant in a predominantly click-and-collect environment. However, preliminary analytics revealed that 37% of Argos store visitors were actively using Pay@Browse tablets—significantly higher than anticipated. This unexpected usage pattern prompted a critical question: were these tablets still serving a valuable purpose, or were customers using them out of habit? The decision to retain or remove P@B tablets across Sainsbury's UK stores had major implications for customer experience, operational costs, inventory management, and the broader omnichannel strategy. 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Question 1: Why are customers using Pay@Browse tablets?
 Loyal, long-term Argos customers (particularly those with 21+ years of patronage) had a deeply ingrained relationship with the catalogue browsing experience. P@B tablets replicated this familiar behaviour, providing comfort, control, and a sense of discovery that online browsing didn't offer. For this segment, removing tablets would alienate a core loyal customer base. Research Question 2: What role do P@B tablets play in the customer journey?
 P@B tablets served as a critical \"stock discovery and navigation tool.\" When items were out of stock, the tablets displayed nearby availability across Sainsbury's family brands (Argos, Habitat, Sainsbury's), driving customers to explore alternative locations and products. This functionality was not replicated in any other channel. Research Question 3: How do P@B tablets influence cross-brand engagement?
 The tablets acted as an unexpected driver of cross-selling within the Sainsbury's ecosystem. 42% of P@B sessions involved exploration across Argos, Habitat, and Sainsbury's product ranges, creating incremental revenue opportunities that would be lost if tablets were removed. Research Question 4: Who are P@B users?
 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued. Research Question 5: What improvements could enhance P@B?
 Store signage was unclear, creating confusion between P@B and click-and-collect areas. Additionally, the ID verification process for age-restricted items forced customers into a disjointed journey (tablet → counter → tablet), creating frustration and abandonment.","absoluteBoundingBox":{"x":8409.0,"y":330.0,"width":1138.0,"height":562.0},"isolatedAbsoluteRenderBounds":{"x":8409.0,"y":330.0,"width":1138.0,"height":562.0},"relativeTransform":[[1.0,0.0,70.0],[0.0,1.0,73.0]],"size":{"x":1138.0,"y":562.0},"fills":[{"blendMode":"NORMAL","type":"SOLID","color":{"r":0.0,"g":0.0,"b":0.0,"a":1.0},"visible":true,"opacity":1.0}],"visible":false,"strokeAlign":"OUTSIDE","strokes":[],"effects":[],"accessibleHTMLTag":"AUTO","isDecorativeImage":false,"ariaAttributes":{},"interactions":[],"characterStyleOverrides":[],"characters":"Research Question 1: Why are customers using Pay@Browse tablets?
 Loyal, long-term Argos customers (particularly those with 21+ years of patronage) had a deeply ingrained relationship with the catalogue browsing experience. P@B tablets replicated this familiar behaviour, providing comfort, control, and a sense of discovery that online browsing didn't offer. For this segment, removing tablets would alienate a core loyal customer base.\nResearch Question 2: What role do P@B tablets play in the customer journey?
 P@B tablets served as a critical \"stock discovery and navigation tool.\" When items were out of stock, the tablets displayed nearby availability across Sainsbury's family brands (Argos, Habitat, Sainsbury's), driving customers to explore alternative locations and products. This functionality was not replicated in any other channel.\nResearch Question 3: How do P@B tablets influence cross-brand engagement?
 The tablets acted as an unexpected driver of cross-selling within the Sainsbury's ecosystem. 42% of P@B sessions involved exploration across Argos, Habitat, and Sainsbury's product ranges, creating incremental revenue opportunities that would be lost if tablets were removed.\nResearch Question 4: Who are P@B users?
 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued.\nResearch Question 5: What improvements could enhance P@B?
 Store signage was unclear, creating confusion between P@B and click-and-collect areas. 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Question 1: Why are customers using Pay@Browse tablets?
 Loyal, long-term Argos customers (particularly those with 21+ years of patronage) had a deeply ingrained relationship with the catalogue browsing experience. P@B tablets replicated this familiar behaviour, providing comfort, control, and a sense of discovery that online browsing didn't offer. For this segment, removing tablets would alienate a core loyal customer base. Research Question 2: What role do P@B tablets play in the customer journey?
 P@B tablets served as a critical \"stock discovery and navigation tool.\" When items were out of stock, the tablets displayed nearby availability across Sainsbury's family brands (Argos, Habitat, Sainsbury's), driving customers to explore alternative locations and products. This functionality was not replicated in any other channel. Research Question 3: How do P@B tablets influence cross-brand engagement?
 The tablets acted as an unexpected driver of cross-selling within the Sainsbury's ecosystem. 42% of P@B sessions involved exploration across Argos, Habitat, and Sainsbury's product ranges, creating incremental revenue opportunities that would be lost if tablets were removed. Research Question 4: Who are P@B users?
 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued. Research Question 5: What improvements could enhance P@B?
 Store signage was unclear, creating confusion between P@B and click-and-collect areas. Additionally, the ID verification process for age-restricted items forced customers into a disjointed journey (tablet → counter → tablet), creating frustration and abandonment.","absoluteBoundingBox":{"x":8409.0,"y":330.0,"width":1138.0,"height":562.0},"isolatedAbsoluteRenderBounds":{"x":8409.0,"y":330.0,"width":1138.0,"height":562.0},"relativeTransform":[[1.0,0.0,70.0],[0.0,1.0,73.0]],"size":{"x":1138.0,"y":562.0},"fills":[{"blendMode":"NORMAL","type":"SOLID","color":{"r":0.0,"g":0.0,"b":0.0,"a":1.0},"visible":true,"opacity":1.0}],"visible":false,"strokeAlign":"OUTSIDE","strokes":[],"effects":[],"accessibleHTMLTag":"AUTO","isDecorativeImage":false,"ariaAttributes":{},"interactions":[],"characterStyleOverrides":[],"characters":"Research Question 1: Why are customers using Pay@Browse tablets?
 Loyal, long-term Argos customers (particularly those with 21+ years of patronage) had a deeply ingrained relationship with the catalogue browsing experience. P@B tablets replicated this familiar behaviour, providing comfort, control, and a sense of discovery that online browsing didn't offer. For this segment, removing tablets would alienate a core loyal customer base.\nResearch Question 2: What role do P@B tablets play in the customer journey?
 P@B tablets served as a critical \"stock discovery and navigation tool.\" When items were out of stock, the tablets displayed nearby availability across Sainsbury's family brands (Argos, Habitat, Sainsbury's), driving customers to explore alternative locations and products. This functionality was not replicated in any other channel.\nResearch Question 3: How do P@B tablets influence cross-brand engagement?
 The tablets acted as an unexpected driver of cross-selling within the Sainsbury's ecosystem. 42% of P@B sessions involved exploration across Argos, Habitat, and Sainsbury's product ranges, creating incremental revenue opportunities that would be lost if tablets were removed.\nResearch Question 4: Who are P@B users?
 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued.\nResearch Question 5: What improvements could enhance P@B?
 Store signage was unclear, creating confusion between P@B and click-and-collect areas. 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 Loyal, long-term Argos customers (particularly those with 21+ years of patronage) had a deeply ingrained relationship with the catalogue browsing experience. P@B tablets replicated this familiar behaviour, providing comfort, control, and a sense of discovery that online browsing didn't offer. For this segment, removing tablets would alienate a core loyal customer base. Research Question 2: What role do P@B tablets play in the customer journey?
 P@B tablets served as a critical \"stock discovery and navigation tool.\" When items were out of stock, the tablets displayed nearby availability across Sainsbury's family brands (Argos, Habitat, Sainsbury's), driving customers to explore alternative locations and products. This functionality was not replicated in any other channel. Research Question 3: How do P@B tablets influence cross-brand engagement?
 The tablets acted as an unexpected driver of cross-selling within the Sainsbury's ecosystem. 42% of P@B sessions involved exploration across Argos, Habitat, and Sainsbury's product ranges, creating incremental revenue opportunities that would be lost if tablets were removed. Research Question 4: Who are P@B users?
 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued. Research Question 5: What improvements could enhance P@B?
 Store signage was unclear, creating confusion between P@B and click-and-collect areas. Additionally, the ID verification process for age-restricted items forced customers into a disjointed journey (tablet → counter → tablet), creating frustration and abandonment.","absoluteBoundingBox":{"x":8409.0,"y":330.0,"width":1138.0,"height":562.0},"isolatedAbsoluteRenderBounds":{"x":8409.0,"y":330.0,"width":1138.0,"height":562.0},"relativeTransform":[[1.0,0.0,70.0],[0.0,1.0,73.0]],"size":{"x":1138.0,"y":562.0},"fills":[{"blendMode":"NORMAL","type":"SOLID","color":{"r":0.0,"g":0.0,"b":0.0,"a":1.0},"visible":true,"opacity":1.0}],"visible":false,"strokeAlign":"OUTSIDE","strokes":[],"effects":[],"accessibleHTMLTag":"AUTO","isDecorativeImage":false,"ariaAttributes":{},"interactions":[],"characterStyleOverrides":[],"characters":"Research Question 1: Why are customers using Pay@Browse tablets?
 Loyal, long-term Argos customers (particularly those with 21+ years of patronage) had a deeply ingrained relationship with the catalogue browsing experience. P@B tablets replicated this familiar behaviour, providing comfort, control, and a sense of discovery that online browsing didn't offer. For this segment, removing tablets would alienate a core loyal customer base.\nResearch Question 2: What role do P@B tablets play in the customer journey?
 P@B tablets served as a critical \"stock discovery and navigation tool.\" When items were out of stock, the tablets displayed nearby availability across Sainsbury's family brands (Argos, Habitat, Sainsbury's), driving customers to explore alternative locations and products. This functionality was not replicated in any other channel.\nResearch Question 3: How do P@B tablets influence cross-brand engagement?
 The tablets acted as an unexpected driver of cross-selling within the Sainsbury's ecosystem. 42% of P@B sessions involved exploration across Argos, Habitat, and Sainsbury's product ranges, creating incremental revenue opportunities that would be lost if tablets were removed.\nResearch Question 4: Who are P@B users?
 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued.\nResearch Question 5: What improvements could enhance P@B?
 Store signage was unclear, creating confusion between P@B and click-and-collect areas. Additionally, the ID verification process for age-restricted items forced customers into a disjointed journey (tablet → counter → tablet), creating frustration and abandonment.","lineIndentations":[0,0,0,0,0],"lineTypes":["NONE","NONE","NONE","NONE","NONE"],"listStartOffsets":[],"lineStyleOverrides":[0,0,0,0,0],"lineTextDirections":null,"textAlignVertical":"CENTER","paragraphSpacing":36.0,"style":{"fontFamily":"Inter","fontPostScriptName":null,"fontStyle":"Regular","paragraphSpacing":36.0,"fontVariantPosition":"NORMAL","fontSize":16.0,"textAlignHorizontal":"LEFT","textAlignVertical":"CENTER","letterSpacing":-0.48,"letterSpacingValue":-3.0,"letterSpacingUnit":"PERCENT","lineHeightPx":24.9599990844727,"lineHeightPercent":128.901412963867,"lineHeightPercentFontSize":156.0,"lineHeightUnit":"FONT_SIZE_%","paragraphIndent":0,"listSpacing":0,"italic":false,"textCase":"ORIGINAL","textDecoration":"NONE","textDecorationSkipInk":false,"textDecorationStyle":"solid","textAutoResize":"NONE","textTruncation":"DISABLED"},"styleOverrideTable":{}},"634:20387":{"type":"TEXT","id":"634:20387","name":"Challenge 1: Limited initial scope
 The project was initially scoped to focus solely on the product sales department. However, early findings indicated broader systemic issues.
Adaptation: Expanded research to include storage, operations, and signage teams, conducting additional stakeholder interviews to capture a holistic view. Challenge 2: Multi-regional complexity
 Argos stores across England varied significantly in layout, customer demographics, and operational practices.
Adaptation: Conducted field research across multiple regions to ensure findings were representative and not location-specific. Challenge 3: Tight timeline with high-stakes decision
 The business needed rapid insights to inform store-wide decisions affecting hundreds of locations.
Adaptation: Deployed mixed methods research (surveys + interviews + observational field studies) concurrently to maximise speed without compromising rigour.","absoluteBoundingBox":{"x":7019.0,"y":3409.0,"width":327.0,"height":696.0},"isolatedAbsoluteRenderBounds":{"x":7019.4091796875,"y":3415.0,"width":324.611328125,"height":687.45458984375},"relativeTransform":[[1.0,0.0,24.0],[0.0,1.0,76.0]],"size":{"x":327.0,"y":696.0},"fills":[{"blendMode":"NORMAL","type":"SOLID","color":{"r":0.0,"g":0.0,"b":0.0,"a":1.0},"visible":true,"opacity":1.0}],"strokeAlign":"OUTSIDE","layoutAlign":"STRETCH","strokes":[],"effects":[],"accessibleHTMLTag":"AUTO","isDecorativeImage":false,"ariaAttributes":{},"interactions":[],"characterStyleOverrides":[],"characters":"Challenge 1: Limited initial scope
 The project was initially scoped to focus solely on the product sales department. However, early findings indicated broader systemic issues.
Adaptation: Expanded research to include storage, operations, and signage teams, conducting additional stakeholder interviews to capture a holistic view.\nChallenge 2: Multi-regional complexity
 Argos stores across England varied significantly in layout, customer demographics, and operational practices.
Adaptation: Conducted field research across multiple regions to ensure findings were representative and not location-specific.\nChallenge 3: Tight timeline with high-stakes decision
 The business needed rapid insights to inform store-wide decisions affecting hundreds of locations.
Adaptation: Deployed mixed methods research (surveys + interviews + observational field studies) concurrently to maximise speed without compromising rigour.","lineIndentations":[0,0,0],"lineTypes":["NONE","NONE","NONE"],"listStartOffsets":[],"lineStyleOverrides":[0,0,0],"lineTextDirections":null,"textAlignVertical":"CENTER","paragraphSpacing":36.0,"style":{"fontFamily":"Inter","fontPostScriptName":null,"fontStyle":"Regular","paragraphSpacing":36.0,"fontVariantPosition":"NORMAL","fontSize":16.0,"textAlignHorizontal":"LEFT","textAlignVertical":"CENTER","letterSpacing":-0.48,"letterSpacingValue":-3.0,"letterSpacingUnit":"PERCENT","lineHeightPx":24.9599990844727,"lineHeightPercent":128.901412963867,"lineHeightPercentFontSize":156.0,"lineHeightUnit":"FONT_SIZE_%","paragraphIndent":0,"listSpacing":0,"italic":false,"textCase":"ORIGINAL","textDecoration":"NONE","textDecorationSkipInk":false,"textDecorationStyle":"solid","textAutoResize":"NONE","textTruncation":"DISABLED"},"styleOverrideTable":{}},"634:20390":{"type":"TEXT","id":"634:20390","name":"Challenge 1: Limited initial scope
 The project was initially scoped to focus solely on the product sales department. However, early findings indicated broader systemic issues.
Adaptation: Expanded research to include storage, operations, and signage teams, conducting additional stakeholder interviews to capture a holistic view. Challenge 2: Multi-regional complexity
 Argos stores across England varied significantly in layout, customer demographics, and operational practices.
Adaptation: Conducted field research across multiple regions to ensure findings were representative and not location-specific. Challenge 3: Tight timeline with high-stakes decision
 The business needed rapid insights to inform store-wide decisions affecting hundreds of locations.
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 The project was initially scoped to focus solely on the product sales department. However, early findings indicated broader systemic issues.
Adaptation: Expanded research to include storage, operations, and signage teams, conducting additional stakeholder interviews to capture a holistic view.\nChallenge 2: Multi-regional complexity
 Argos stores across England varied significantly in layout, customer demographics, and operational practices.
Adaptation: Conducted field research across multiple regions to ensure findings were representative and not location-specific.\nChallenge 3: Tight timeline with high-stakes decision
 The business needed rapid insights to inform store-wide decisions affecting hundreds of locations.
Adaptation: Deployed mixed methods research (surveys + interviews + observational field studies) concurrently to maximise speed without compromising rigour.","lineIndentations":[0,0,0],"lineTypes":["NONE","NONE","NONE"],"listStartOffsets":[],"lineStyleOverrides":[0,0,0],"lineTextDirections":null,"textAlignVertical":"CENTER","paragraphSpacing":36.0,"style":{"fontFamily":"Inter","fontPostScriptName":null,"fontStyle":"Regular","paragraphSpacing":36.0,"fontVariantPosition":"NORMAL","fontSize":16.0,"textAlignHorizontal":"LEFT","textAlignVertical":"CENTER","letterSpacing":-0.48,"letterSpacingValue":-3.0,"letterSpacingUnit":"PERCENT","lineHeightPx":24.9599990844727,"lineHeightPercent":128.901412963867,"lineHeightPercentFontSize":156.0,"lineHeightUnit":"FONT_SIZE_%","paragraphIndent":0,"listSpacing":0,"italic":false,"textCase":"ORIGINAL","textDecoration":"NONE","textDecorationSkipInk":false,"textDecorationStyle":"solid","textAutoResize":"NONE","textTruncation":"DISABLED"},"styleOverrideTable":{}},"150:14974":{"type":"FRAME","id":"150:14974","name":"Footer 2","absoluteBoundingBox":{"x":9203.0,"y":10087.0,"width":375.0,"height":169.0},"isolatedAbsoluteRenderBounds":{"x":9203.0,"y":10087.0,"width":375.0,"height":169.0},"relativeTransform":[[1.0,0.0,0.0],[0.0,1.0,9987.0]],"size":{"x":375.0,"y":169.0},"fills":[{"blendMode":"NORMAL","type":"SOLID","color":{"r":0.938726544380188,"g":0.938726544380188,"b":0.938726544380188,"a":1.0},"visible":true,"opacity":1.0}],"constraints":{"vertical":"BOTTOM","horizontal":"LEFT_RIGHT"},"constraintValues":{"left":{"pixelOffset":0.0,"sizeFraction":0.0},"right":{"pixelOffset":0.0,"sizeFraction":1.0},"bottom":{"pixelOffset":0.0,"sizeFraction":1.0}},"strokeAlign":"INSIDE","layoutPositioning":"ABSOLUTE","strokes":[{"opacity":0.100000001490116,"blendMode":"NORMAL","type":"SOLID","color":{"r":0.0,"g":0.0,"b":0.0,"a":1.0},"visible":true}],"individualStrokeWeights":{"top":1.0,"right":0.0,"bottom":0.0,"left":0.0},"effects":[],"accessibleHTMLTag":"FOOTER","isDecorativeImage":false,"ariaAttributes":{},"interactions":[],"paddingTop":20.0,"paddingBottom":20.0,"layoutMode":"HORIZONTAL","itemSpacing":120.0,"counterAxisAlignItems":"CENTER","primaryAxisAlignItems":"SPACE_BETWEEN","primaryAxisSizingMode":"FIXED","isInAnimateTree":true,"children":["150:14975","150:14983","150:14991","150:14999"]},"233:16062":{"type":"FRAME","id":"233:16062","name":"Frame 20","absoluteBoundingBox":{"x":7025.0,"y":3049.97265625,"width":339.0,"height":347.0},"isolatedAbsoluteRenderBounds":{"x":7025.0,"y":3049.97265625,"width":339.0,"height":347.0},"relativeTransform":[[1.0,0.0,0.0],[0.0,1.0,0.0]],"size":{"x":339.0,"y":347.0},"fills":[{"blendMode":"NORMAL","type":"GRADIENT_LINEAR","transform":[[6.12323426292584e-17,1.0,0.0],[-1.0,6.12323426292584e-17,1.0]],"gradientStops":[{"color":{"r":0.560784339904785,"g":0.564705908298492,"b":0.752941191196442,"a":0.0},"position":0.0},{"color":{"r":0.560784339904785,"g":0.564705908298492,"b":0.752941191196442,"a":0.0},"position":0.504807710647583},{"color":{"r":0.560784339904785,"g":0.564705908298492,"b":0.752941191196442,"a":1.0},"position":0.749481856822968},{"color":{"r":0.560784339904785,"g":0.564705908298492,"b":0.752941191196442,"a":1.0},"position":1.0}],"visible":true,"opacity":1.0}],"constraints":{"vertical":"TOP_BOTTOM","horizontal":"LEFT_RIGHT"},"constraintValues":{"left":{"pixelOffset":0.0,"sizeFraction":0.0},"top":{"pixelOffset":0.0,"sizeFraction":0.0}},"strokeAlign":"INSIDE","strokes":[],"effects":[],"accessibleHTMLTag":"AUTO","isDecorativeImage":false,"ariaAttributes":{},"interactions":[],"rectangleCornerRadii":[12.0,12.0,12.0,12.0],"cornerRadius":12.0,"clipsContent":true,"children":["233:16063","233:16064","233:16065","233:16066"]},"630:18654":{"type":"TEXT","id":"630:18654","name":"Working with a leading renewable energy provider, we identified a critical market gap: the absence of intuitive software for high-level asset portfolio management. 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 Loyal, long-term Argos customers (particularly those with 21+ years of patronage) had a deeply ingrained relationship with the catalogue browsing experience. P@B tablets replicated this familiar behaviour, providing comfort, control, and a sense of discovery that online browsing didn't offer. For this segment, removing tablets would alienate a core loyal customer base. Research Question 2: What role do P@B tablets play in the customer journey?
 P@B tablets served as a critical \"stock discovery and navigation tool.\" When items were out of stock, the tablets displayed nearby availability across Sainsbury's family brands (Argos, Habitat, Sainsbury's), driving customers to explore alternative locations and products. This functionality was not replicated in any other channel. Research Question 3: How do P@B tablets influence cross-brand engagement?
 The tablets acted as an unexpected driver of cross-selling within the Sainsbury's ecosystem. 42% of P@B sessions involved exploration across Argos, Habitat, and Sainsbury's product ranges, creating incremental revenue opportunities that would be lost if tablets were removed. Research Question 4: Who are P@B users?
 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued. Research Question 5: What improvements could enhance P@B?
 Store signage was unclear, creating confusion between P@B and click-and-collect areas. Additionally, the ID verification process for age-restricted items forced customers into a disjointed journey (tablet → counter → tablet), creating frustration and abandonment.","absoluteBoundingBox":{"x":7064.0,"y":6577.0,"width":1138.0,"height":562.0},"isolatedAbsoluteRenderBounds":{"x":7064.0,"y":6577.0,"width":1138.0,"height":562.0},"relativeTransform":[[1.0,0.0,70.0],[0.0,1.0,73.0]],"size":{"x":1138.0,"y":562.0},"fills":[{"blendMode":"NORMAL","type":"SOLID","color":{"r":0.0,"g":0.0,"b":0.0,"a":1.0},"visible":true,"opacity":1.0}],"visible":false,"strokeAlign":"OUTSIDE","strokes":[],"effects":[],"accessibleHTMLTag":"AUTO","isDecorativeImage":false,"ariaAttributes":{},"interactions":[],"characterStyleOverrides":[],"characters":"Research Question 1: Why are customers using Pay@Browse tablets?
 Loyal, long-term Argos customers (particularly those with 21+ years of patronage) had a deeply ingrained relationship with the catalogue browsing experience. P@B tablets replicated this familiar behaviour, providing comfort, control, and a sense of discovery that online browsing didn't offer. For this segment, removing tablets would alienate a core loyal customer base.\nResearch Question 2: What role do P@B tablets play in the customer journey?
 P@B tablets served as a critical \"stock discovery and navigation tool.\" When items were out of stock, the tablets displayed nearby availability across Sainsbury's family brands (Argos, Habitat, Sainsbury's), driving customers to explore alternative locations and products. This functionality was not replicated in any other channel.\nResearch Question 3: How do P@B tablets influence cross-brand engagement?
 The tablets acted as an unexpected driver of cross-selling within the Sainsbury's ecosystem. 42% of P@B sessions involved exploration across Argos, Habitat, and Sainsbury's product ranges, creating incremental revenue opportunities that would be lost if tablets were removed.\nResearch Question 4: Who are P@B users?
 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued.\nResearch Question 5: What improvements could enhance P@B?
 Store signage was unclear, creating confusion between P@B and click-and-collect areas. Additionally, the ID verification process for age-restricted items forced customers into a disjointed journey (tablet → counter → tablet), creating frustration and abandonment.","lineIndentations":[0,0,0,0,0],"lineTypes":["NONE","NONE","NONE","NONE","NONE"],"listStartOffsets":[],"lineStyleOverrides":[0,0,0,0,0],"lineTextDirections":null,"textAlignVertical":"CENTER","paragraphSpacing":36.0,"style":{"fontFamily":"Inter","fontPostScriptName":null,"fontStyle":"Regular","paragraphSpacing":36.0,"fontVariantPosition":"NORMAL","fontSize":16.0,"textAlignHorizontal":"LEFT","textAlignVertical":"CENTER","letterSpacing":-0.48,"letterSpacingValue":-3.0,"letterSpacingUnit":"PERCENT","lineHeightPx":24.9599990844727,"lineHeightPercent":128.901412963867,"lineHeightPercentFontSize":156.0,"lineHeightUnit":"FONT_SIZE_%","paragraphIndent":0,"listSpacing":0,"italic":false,"textCase":"ORIGINAL","textDecoration":"NONE","textDecorationSkipInk":false,"textDecorationStyle":"solid","textAutoResize":"NONE","textTruncation":"DISABLED"},"styleOverrideTable":{}},"631:19931":{"type":"TEXT","id":"631:19931","name":"Description: Interviews with store managers, sales teams, operations staff, and signage/marketing teams to understand operational constraints and cross-functional impacts.
Sample size: 12 stakeholders across 5 departments
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Pay@Browse (P@B) tablets—digital interfaces allowing customers to browse and purchase items in-store—were under review for potential removal. The prevailing assumption was that these tablets had become redundant in a predominantly click-and-collect environment. However, preliminary analytics revealed that 37% of Argos store visitors were actively using Pay@Browse tablets—significantly higher than anticipated. This unexpected usage pattern prompted a critical question: were these tablets still serving a valuable purpose, or were customers using them out of habit? The decision to retain or remove P@B tablets across Sainsbury's UK stores had major implications for customer experience, operational costs, inventory management, and the broader omnichannel strategy. 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 P@B tablets served as a critical \"stock discovery and navigation tool.\" When items were out of stock, the tablets displayed nearby availability across Sainsbury's family brands (Argos, Habitat, Sainsbury's), driving customers to explore alternative locations and products. This functionality was not replicated in any other channel. Research Question 3: How do P@B tablets influence cross-brand engagement?
 The tablets acted as an unexpected driver of cross-selling within the Sainsbury's ecosystem. 42% of P@B sessions involved exploration across Argos, Habitat, and Sainsbury's product ranges, creating incremental revenue opportunities that would be lost if tablets were removed. Research Question 4: Who are P@B users?
 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued. Research Question 5: What improvements could enhance P@B?
 Store signage was unclear, creating confusion between P@B and click-and-collect areas. Additionally, the ID verification process for age-restricted items forced customers into a disjointed journey (tablet → counter → tablet), creating frustration and abandonment.","absoluteBoundingBox":{"x":7064.0,"y":7136.0,"width":1138.0,"height":562.0},"isolatedAbsoluteRenderBounds":{"x":7064.0,"y":7136.0,"width":1138.0,"height":562.0},"relativeTransform":[[1.0,0.0,70.0],[0.0,1.0,73.0]],"size":{"x":1138.0,"y":562.0},"fills":[{"blendMode":"NORMAL","type":"SOLID","color":{"r":0.0,"g":0.0,"b":0.0,"a":1.0},"visible":true,"opacity":1.0}],"visible":false,"strokeAlign":"OUTSIDE","strokes":[],"effects":[],"accessibleHTMLTag":"AUTO","isDecorativeImage":false,"ariaAttributes":{},"interactions":[],"characterStyleOverrides":[],"characters":"Research Question 1: Why are customers using Pay@Browse tablets?
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 P@B tablets served as a critical \"stock discovery and navigation tool.\" When items were out of stock, the tablets displayed nearby availability across Sainsbury's family brands (Argos, Habitat, Sainsbury's), driving customers to explore alternative locations and products. This functionality was not replicated in any other channel.\nResearch Question 3: How do P@B tablets influence cross-brand engagement?
 The tablets acted as an unexpected driver of cross-selling within the Sainsbury's ecosystem. 42% of P@B sessions involved exploration across Argos, Habitat, and Sainsbury's product ranges, creating incremental revenue opportunities that would be lost if tablets were removed.\nResearch Question 4: Who are P@B users?
 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued.\nResearch Question 5: What improvements could enhance P@B?
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 Loyal, long-term Argos customers (particularly those with 21+ years of patronage) had a deeply ingrained relationship with the catalogue browsing experience. P@B tablets replicated this familiar behaviour, providing comfort, control, and a sense of discovery that online browsing didn't offer. For this segment, removing tablets would alienate a core loyal customer base. Research Question 2: What role do P@B tablets play in the customer journey?
 P@B tablets served as a critical \"stock discovery and navigation tool.\" When items were out of stock, the tablets displayed nearby availability across Sainsbury's family brands (Argos, Habitat, Sainsbury's), driving customers to explore alternative locations and products. This functionality was not replicated in any other channel. Research Question 3: How do P@B tablets influence cross-brand engagement?
 The tablets acted as an unexpected driver of cross-selling within the Sainsbury's ecosystem. 42% of P@B sessions involved exploration across Argos, Habitat, and Sainsbury's product ranges, creating incremental revenue opportunities that would be lost if tablets were removed. Research Question 4: Who are P@B users?
 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued. Research Question 5: What improvements could enhance P@B?
 Store signage was unclear, creating confusion between P@B and click-and-collect areas. Additionally, the ID verification process for age-restricted items forced customers into a disjointed journey (tablet → counter → tablet), creating frustration and abandonment.","absoluteBoundingBox":{"x":7064.0,"y":5617.0,"width":1138.0,"height":562.0},"isolatedAbsoluteRenderBounds":{"x":7064.4091796875,"y":5620.0,"width":1134.2587890625,"height":559.45458984375},"relativeTransform":[[1.0,0.0,70.0],[0.0,1.0,73.0]],"size":{"x":1138.0,"y":562.0},"fills":[{"blendMode":"NORMAL","type":"SOLID","color":{"r":0.0,"g":0.0,"b":0.0,"a":1.0},"visible":true,"opacity":1.0}],"strokeAlign":"OUTSIDE","strokes":[],"effects":[],"accessibleHTMLTag":"AUTO","isDecorativeImage":false,"ariaAttributes":{},"interactions":[],"characterStyleOverrides":[],"characters":"Research Question 1: Why are customers using Pay@Browse tablets?
 Loyal, long-term Argos customers (particularly those with 21+ years of patronage) had a deeply ingrained relationship with the catalogue browsing experience. P@B tablets replicated this familiar behaviour, providing comfort, control, and a sense of discovery that online browsing didn't offer. For this segment, removing tablets would alienate a core loyal customer base.\nResearch Question 2: What role do P@B tablets play in the customer journey?
 P@B tablets served as a critical \"stock discovery and navigation tool.\" When items were out of stock, the tablets displayed nearby availability across Sainsbury's family brands (Argos, Habitat, Sainsbury's), driving customers to explore alternative locations and products. This functionality was not replicated in any other channel.\nResearch Question 3: How do P@B tablets influence cross-brand engagement?
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 P@B users were predominantly older, highly loyal Argos customers who valued tactile, in-store browsing. This demographic represented a significant retention risk if the service was discontinued.\nResearch Question 5: What improvements could enhance P@B?
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