Personal Shopping Assistant

1
Personal Shopping Assistant
www.cs.odu.edu/jallen/PSA Presented By John
Chang
2
Problem Statement

• The quality of customer service provided by brick
  and mortar retail stores and grocery supermarkets
  is suffering in comparison to the e-commerce
  industry that offers comprehensive on-site
  assistance technology

3
Agenda

• Supporting statistics / demographics
• About the PSA
• Technical aspects
• Organization
• Risks
• Budget
• Timeline

4
Retail Customer Satisfaction
Source 2002 American Customer Satisfaction Index
5
Internet Access Usage

• Online/internet access
  used in past 30 days
• Age
• 18 to 34 years old 39.7 40.3
• 35 to 54 years old 47.7 47.4
• 55 years old and over 12.7 12.3
• Household size
• 1 to 2 persons 40.2 39.5
• 3 to 4 persons 44.4 44.5
• Any child in household 47.7 47.9
• Marital status
• Single 27.5 28.4
• Married 61.6 60.6
• Household income
• lt 50,000 33.6 32.9
• 50,000 to 74,999 26.2 26.0
• 75,000 to 149,999 32.6 33.1

Source U.S. Census Bureau, Statistical
Abstract of the United States 2000
6
Deep Pockets
Sources MEDIA GENERAL FINANCIAL SERVICES INC, 27
July 2002
7
Problem Statement

• The quality of customer service provided by brick
  and mortar retail stores and grocery supermarkets
  is suffering in comparison to the e-commerce
  industry that offers comprehensive on-site
  assistance technology

8
Goal

• We envision empowering shoppers with a
  multi-featured, mobile, decision making
  assistance tool the instant-access technology
  that todays shopper demands

9
Scope

• What it wont do
• Internet capabilities
• Price comparison
• Printers
• Self-check out

• What it will do
• Shopping list
• Intranet capabilities
• Feature comparisons
• Price checker
• Product locator
• Advertisement
• Assistance paging system

10
Risks Mitigators

• Theft
• Damage
• Reliability
• Competition
• Reluctance to use

• Security devices
• Protective materials
• Standard features
• Free for Shoppers
• Incentive programs

11
Dangle A Carrot
American Demographics/Market Facts Poll April,
2001
12
Benefits

• Shoppers
• Easy to use
• On-site assistance
• Greater self-reliance

• Retailers
• Differentiate from competition
• Generate revenue
• Data collection
• More efficient
• Comprehensive

13
Technical Layout
Customer Off-Site
Paging System
PSA
Network Devices
Point of Sale Units

PSA
Network Devices
Stores Database
Server

PSA
PSA
PSA
Login
Display
CPU
Power Supply
UNIT
Input Device
Software
Network Interface
Security Device
14
Organization Chart
15
Project Phases
16
Budget - Initial Development
17
Budget - Production
18
Profit Projections
19
Project Timeline
20
Conclusion

• Problem supported by research
• Risks mitigated
• Organization is sound
• Market exists
• Innovative product
• Schedule and budget are viable
• Existing technology

21
Academic Research References

• The American Customer Satisfaction Index
• http//www.theacsi.org
• The Food Industry Centers 2001 Supermarket
  Annual Report
• http//foodindustrycenter.umn.edu
• The U.S. Census Bureaus Statistical Abstract of
  the U.S., Year 2000
• http//www.census.gov/prod/2001pubs/statab/sec
  18.pdf
• The American Express Retail Index Survey cited in
  a cyber atlas article
• http//cyberatlas.internet.com/markets/retailing/a
  rticle/0,1323,6061_278991,00.html
• PriceWaterhouseCoopers Survey Report
• http//www.pwcglobal.com
• Press Room/Press Release Archive/3 May 2000
• The Food Industry Centers 2001 Supermarket
  Annual Report
• http//foodindustrycenter.umn.edu
• CIO Magazine article cited on demandtec website
• http//www.demandtec.com/news/new_rel_food_fight.
  shtml
• Study by Vividence Research Group cited in
  cyberatlas article
• http//cyberatlas.internet.com/markets/retailing/a
  rticle/0,,6061_916681,00.html
• PriceWaterhouseCoopers Survey Report
• http//www.pwcglobal.com

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Market Research/Analysis Research

• http//global.factiva.com
• http//galenet.galegroup.com
• http//www.farmfreshmarkets.com
• http//www.foodlion.com
• http//www.kroger.com
• http//www.bestbuy.com
• http//www.circuitcity.com
• http//www.homedepot.com
• http//www.lowes.com
• http//www.jupiterresearch.com/bin/item.pl/mktcor
  eOnlineBehaviorAndDemographics/
• April 2001, American Demographics/Market Facts
  Poll
• http//www.egrocer.com
• http//www.consumerreportstogo.org/
• http//www.splashdata.com/splashshopper/index.htm
  
• http//www.cbc.ca/stories/2002/11/19/Consumers/sho
  ppingcart_021119
• http//www.kleverkart.com/index.html
• http//www.intel.com/ebusiness/pdf/affiliates/solu
  tions/ds_stellcom0234.pdf
• http//www.symbol.com/products/consumer_systems/ps
  s_flyer.html

23
Budget/Technical References

• http//store.yahoo.com/register5/msservoy.html
• http//store.yahoo.com/register5/opsmarwanwit.htm
  l
• http//store.yahoo.com/register5/pscqs200.html
  
• http//store.yahoo.com/register5/unitechms210.htm
  l
• http//store.yahoo.com/register5/welalit.html
  
• http//www.register5.com/register5/idtechminimag.
  html
• http//www.register5.com/register5/inmag.html
• http//www.register5.com/register5/idtechversamag
  .html
• http//store.yahoo.com/register5/datidworstan.htm
  l
• http//store.yahoo.com/register5/epclas.html
• http//www.smarthome.com/12704.html
• http//www.palm.com/products/palmm125/
• http//store.yahoo.com/register5/pscinventory.htm
  l
• http//store.yahoo.com/register5/oravas.html
• http//store.yahoo.com/register5/intermec2102ap.h
  tml
• http//store.yahoo.com/register5/intermec2101ap.h
  tml
• http//store.yahoo.com/register5/la4113pcicard.ht
  ml
• http//store.yahoo.com/register5/orusbclien.html
  
• http//store.yahoo.com/register5/la4113pcicard.ht
  ml

24
Adoption Patterns for Technologies

• Technology currently use
  plan to use
• Web technology 82.5 6.3
• Scanning data used for automatic 29.0 14.3
• inventory refill
• Customer self scanning 18.7 15.6
• Internet shopping 19.1 16.4

Source The Food Industry Centers 2001
Supermarket Annual Report
25
Problems Experienced By Internet Shoppers

• Product was not delivered on time
• Paid too much for delivery
• Not enough information to make purchase
• Checkout process is too long
• Checkout process is confusing

Source Andersen Consulting Study, 1999,
Vividence Research Group - November 2001
26
Shopping and Research
Source Jupiter Research May 2000
27
Competition Matrix
X standard O optional F future