Hudson Wood Store Case Study

Name of Procedure: Women’s Shoe Purchase Process for Customers at The Bay (Hudson’s Bay Company) – Scarborough Town Centre (Layout as at June 2nd, 2013) Procedure Code Number: BAYWSHOE-V5
Date:
Written By:
Responsibility
(Actor Responsible)
Step Number
Action (action verb + action to be taken)
Customer
1.

Locate and motion towards the Shoe Department within the entire retail store.
Customer

a.

IF unfamiliar with the store layout:
Customer

a.
i.
Assistance Required
Customer

a.
i. (1)
Find a sales associate (SA) and ask for assistance or direction to the Shoe Department; if the SA is unaware of where the Shoe Department is located repeat this step until a SA who is aware of the store layout is found.
i. (3)
Travel to directed location.

OR
Customer

a. ii. Assistance not Required:
Detect signage, hanging from the ceiling and follow written direction to reach the shoe department.
Customer

b.

IF familiar with the store layout: Move towards the main level of the store and travel towards the North entrance, by which the Shoe department will be located.
Customer
2.

Determine location of shoes of the required brand, style or price range (Note: The shoe department at The Bay is divided by style, brand, and discount).
Customer

a.

IF looking for a discounted women’s shoe, travel to the clearance section.
Customer

a.
i.
If spatially aware of the Shoe Department
Motion directly towards the rolling racks with the big red signs indicated by the word “Clearance” (if spatially aware of Shoe Department).

OR
Customer

a. ii. If not spatially aware of Shoe Department
Customer

a. ii. (1)
Locate sales associate and ask for direction towards the clearance shoe section.
Sales associate

a. ii. (2)
Direct customer to clearance section.
Customer

a. ii. (3)
Travel to the directed clearance area.
Customer

b.

IF looking for a particular brand or style of shoe
Customer