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22.11.2018

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    While You're Away

    Waitrose & Partners

    Waitrose groceries delivered while you’re out. Using smart lock technology, While You’re Away customers are able to grant access to a Waitrose driver who delivers their groceries into the fridge or onto the kitchen counter, leaves and securely locks the door, all while the customer is out.

    What customer problems did you set out to solve?

    We set out to help customers, particularly city-dwellers, who are under increasing time pressure with multiple competing priorities. Customers are time poor and want to maximise their spare time, with the competing priority of maintaining a healthy diet which requires regular shopping and a high time commitment. Customers demand better ways to receive their products, looking for ultra-convenience with no waiting around. They find existing services frustrating and inflexible. Waitrose while you’re away is the service that takes the time out of food shopping, with no rushing to a shop for staples or post work for dinner.

    What differentiates your proposition from other offerings in the market?

    We are the first supermarket to offer this grocery service or any in home delivery service in the UK. We have designed a service that is secure, convenient and is personalised to our customers:

    • Secure access – Yale smart lock that grants delivery drivers access to the property
    • Trusted delivery – View your delivery on request for peace of mind
    • Personalised delivery – Give detailed instructions so your shopping is delivered in the right places (your fridge, cupboards or left on the side)
    • Track delivery – Receive notification when your driver is close to your property

    How have you proven that your concept has potential for impact?

    We have adopted a customer centric approach before launching and with our market trial.

    We completed extensive internal and extensive customer research both with current John Lewis and Waitrose customers and customers who shop elsewhere. This identified to us a clear target customer who would value and benefit from this service. We focused internally, to make sure the service was viable completing Partner trials over 100 deliveries. The market trial is being run with 100 customers in South London to test the riskiest assumptions. The outcome has been increased overall spend at Waitrose and higher frequency of shops. For customers we have delivered increased customer satisfaction, with more demand for the service.

    Where do you see this proposition in 12 months time?

    We see great potential to roll this service out nationwide across our Waitrose stores and offering new services alongside grocery delivery such as John Lewis Click and Collect deliveries and returns and dry cleaning services.

    Find out more about While You're Away from Waitrose here.

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