Nike

Store Ops Reporting: Variance Reports

The What

  1. Store Operations Reporting is a suite of reports that Nike store leaders use to measure the performance of their stores, at the employee level.

  2. Variance reports are used for identifying trends, specifically with potential fraud.

The Why

  1. Legacy variance reports are poorly designed, making it very difficult for users to identify potential fraud.

  2. Users have know way of knowing if fraudulent activity has occurred unless they investigate.

Design Goals

Drive to a single location

Reports should live in a Single Location, making it easier to remember where to find them.

Utilize a consistent interaction model

Reports should utilize familiar components and interaction models, making training for and understanding reports easier.

Enable easy navigation between reports

Athletes should be able to easily navigate between reports, making investigation faster.

Surface key events proactively

When the system can recognize an important event, the system should surface these proactively, reducing the time it takes to investigate events.

Discovery and Research: What We Learned

Safe Reconciliation

  1. Track who counted it

  2. The amount

  3. Time of day it was counted

  4. Date it was counted

Tender Totals

  1. Displays the same variance data as Till Settlement so it’s not needed for the Variance Report.

Banking Deposit

  1. Tracks number of deposits

  2. How much cash is being deposited

  3. Organized by till

  4. Ability to drill down to see more details

Till Settlement

  1. Who processed the transactions?

  2. $20 variance should be threshold for an alert

  3. Grand total line is helpful

  4. Printing is nice to have option

  5. Better organization of all operators

Cash Journey Map

Early Concepts

Mockups

Variance Reports Summary

Till Settlements

Safe Reconciliation

Before

Tender Totals

Before

After

Before

After

After

Prototype

Feedback from Store Leaders

We conducted user sessions with North America, EMEA & APLA, including in-person store visits in San Diego. Below are the results:

  1. Store leaders appreciate how user friendly the new design is.

  2. They love the Summary page because it allows them to quickly see variances without having to drill into the full report.

  3. They praised the removal of unnecessary steps and data.

  4. They all commented on how much easier it is to navigate from report to report.

At the end of each session, we asked them to rate the experience from 1 to 10, with 1 being poor and 10 being excellent. The average rating was a 9.

Opportunities

  1. We do a good job at communicating when a variance is present, but there is an opportunity to provide a shortcut to the next step, like WebEJ or even time stamping for CCTV.

  2. Make SOR tablet compatible to reduce the need to go to the back office, or commandeer a register to view the data.

  3. Provide more summary data in the form of charts to reduce the need to read through a table and scan for numbers.

Next

Clutch Widgets Workflow