GEEK SQUAD - CYCLE COUNT
Automate and streamline the inventory count of all devices at Geek Squad City
Background
Geek Squad City in Kentucky is Best Buy's main repair hub, handling thousands of devices daily. At any time, over 10,000 devices are in the warehouse. Every two weeks, they conduct a complete audit to ensure nothing is missing and research any discrepancies. Annually, they perform a "Physical Inventory," which impacts finances if items are missing. The overarching project goal involves replacing all legacy applications used in the Repair Process with new application named “Repair Workbench”.
Problem & Goals
A Cycle Count is an auditing procedure where a subset or all the inventory is counted and reconciled against inventory records. The current cycle counts were partially managed in Excel, so we needed to transfer this entire task into the new application "Repair Workbench." Every cycle count must be completed before the day starts because devices cannot be moved to different bins or areas in the warehouse during a Cycle Count. Currently, if there are any discrepancies in the count, employees must re-scan the entire bins in question. For example, if a device is scanned in bin A and the system has it in bin B, the employee needs to re-scan both bins entirely to verify the latest scan was correct. If so, they manually update the system.
Solution
After collaborating with Engineering, Product, and stakeholders we were able to have a new policy that we can have the system automatically move an item that is in discrepancy into the bin it was scanned from the current count without any validation if certain conditions match. We built those conditions and scenarios out. So, if a device was scanned in Bin A and the system has it in Bin B, we just move it automatically. No more rescanning entire bins and then if validated, manually make them move it to the new Bin in the system. If conditions don’t match or the system thinks the bin is full, we add these items to a Research List for them to investigate. This should save a tremendous amount of time.
Responsibilities
As the sole designer on this project, I managed each step of the design process, including research, discovery, wireframes, prototypes, copy, and final design. I collaborated with product teams and managers at Geek Squad City to understand the task and streamline the process. I developed flows and rapid prototypes to review options with stakeholders and engineering, leading to the final release.
Impact
I left the Best Buy before we got any data, however it was so easy to use that no training was required for the employee testing it. Not bad for a brand-new process.
Full Case Study is Coming Soon
Enjoy the Figma prototypes below in the meantime
Create and Manage Cycle Counts
Desktop
Scenario: As a manager, you create a cycle for the day. Your team quickly scans all warehouse items into the count. After closing the Cycle Count, the system reconciles and moves discrepancies to the Research List.
Steps:
Create a New Cycle Count
Perform the Cycle Count (this step is usually done with a handheld scanner - see below)
Can view remaining bins
Close and Reconcile the count (this automatically corrects discrepancies)
Go to the Closed / Cancelled Tab to view the count you just closed.
The system reconciles the count and displays what was corrected and what could not be reconciled and moved into the master Research List
Go to the Research List
Perform the Cycle Count
Android Handheld Scanner
Background: Most tasks at Geek Squad City use a scan gun connected to a computer, but cycle counts use handheld scanners (Zebra TC-52).
Scenario: Your manager creates a Cycle Count for the day. You select it and scan all bins and items in your assigned warehouse sections, while others scan their own sections. The Cycle Count must be completed before the workday starts.
STEPS:
Select Cycle Count (The Next button acts as a confirm button, because it is very important to select the correct cycle count)
Scan a bin (click the screen to simulate a scan)
Scan all items in the bin (click the screen - after “scanning” 5 items the 6 click is acting like a new bin scan)
Scan a new bin (This process is built for speed because there is no need to interact with the screen to move on to the next bin)
Legacy Interface
Design Process
I collaborated with my Product Manager and a warehouse manager of Geek Squad City to map out the workflow for employees performing a cycle count, both physically and system-wise. Due to budget constraints, I was unable to observe this process in Kentucky.
We developed and streamlined a process for Engineering to build, and had the designs fully specified. Subsequently, Engineering revised the approach to checking the current count versus the new count. This prompted us to reconsider our strategy and automatically move items without validating discrepancies through a physical rescan. We revisited the design and revised it so that most actions were resolved automatically. I created a prototype and presented it to stakeholders for their buy-in, then produced all final deliverables incorporating their approval and feedback.
