Walmart Canada converted its mobile site to be responsive to improve the customer experience. As a result, conversion has increased and the company has subsequently developed a native web app. “One of the biggest changes we made was to mobile navigation,” Kennedy said. “One of the big learnings was the work that goes into doing analysis,” he noted. “We have taken the learnings and logic and we’re now starting to apply that to self-checkout, kiosks and other visual touch points in stores.” McFarland’s advice for other retailers: “Never stop asking questions.”
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