Hornbach guides customers straight to the right shelf

Hornbach rolled out a navigation feature in its app for all of its Dutch home improvement stores. Customers will receive directions on their smartphones to the aisle, display, and shelf where a product is located. The DIY chain tested the technology for a year in Nijmegen.

Reducing the burden on employees

Anyone looking for a single specific screw in a large home improvement store can end up walking quite a few meters. Hornbach aims to reduce that search time with a new navigation feature in its app. Since August 26, customers have been able to use it at all eighteen Dutch locations.

According to Hornbach, the feature is designed not only to save customers time but also to reduce the workload on employees. “At a glance, they can see where they need to go and walk straight to the item,” says Jochem van Breda, Processes and Projects Manager at Hornbach Netherlands. “Finding what you’re looking for right away saves time and eliminates the need to search through aisles or ask an employee.”

Tested for a year

The customer first selects an item in the app and then chooses “route.” To determine the starting point, the user scans the barcode of a nearby product. The app then displays the walking route on a map.

Hornbach tested the system over the past year at its Nijmegen location. According to the chain, users responded positively, and for some customers, the feature was even a reason to install the app. “They appreciate having control,” says Van Breda. “They navigate through the store at their own pace without having to ask for help.”