Digital Business: Issues and Solutions in Woolworths

DIGITAL BUSINESS 0
Marketing
Digital business
System04116
4/6/2019

DIGITAL BUSINESS 1
Contents
Introduction......................................................................................................................................2
Background of Woolworths.............................................................................................................2
Discussions......................................................................................................................................2
Issue 1- website not so user-friendly............................................................................................2
Solution 1.....................................................................................................................................3
Implementation and control.........................................................................................................4
Issue 2- Poor online customer service..........................................................................................4
Solution 2.....................................................................................................................................6
Implementation and control.........................................................................................................6
Conclusion.......................................................................................................................................8
References........................................................................................................................................9

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Introduction
As it is stated that every organizations has certain issues whether related to products, services or
shareholders. Each organization has positive and negative points. To adequately compete with a
company, the strategies must be formed. This report discusses about various internal and external
issues that are identified in Woolworths. The appropriate solutions for those issues are discussed
with the help of digital business theory. The major issues, which are identified in Woolworths,
are worried shareholders and poor online customer services. The specific and thorough
implementation plan is being identified for these solutions of certain issues and discussed further
in this report.
Background of Woolworths
Woolworths group limited is a larger Australian organization with large retail interest all through
New Zealand and Australia. It is the second biggest company in Australia by profits and second
biggest company in New Zealand. Woolworths functioning 995 retail stores throughout Australia
and depend on on the 1,15,000 team supporters in stores, supply centers and support offices to
make available their customers with superior service, value, range and suitability (Woolworths
group, 2018a).
Discussions
The Woolworths identified internal and external issues in its organization. To adequately
compete with Amazon and they do not take too much market share, they hired external
consultant to provide a strategy on how they can prepare and compete with amazon
appropriately. The following two issues are selected for this discussion such as:
Issue 1- website not so user-friendly
 When it is researched that customers explore the page of Woolworths and there was no
clear way for the customer where do they go and what these sites want them to view. If
they need them to shop for foodstuffs then show them the direction. There was no actual
focal point to take their attention. They even did not know whether to start browsing
through the foodstuffs or start running through the lined content. The primary thing they

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notice was the left side picture carousel which they knew would be a direction-finding
tool however there was no instructions to action. Their attention to the tiles was then
drawn, that take up the main real estate. These lines of tiles consists of painful throat
lozenge, AFL tickets, Woolworths flowers, milk etc. but the particular tile which really
fixed their eyes was the single titled “ New to online”. By clicking, see more they were
taken to a web page with more tiles. The amazon has better user-friendly website in
comparison to Woolworths as they provide all the needed direction on their website and
create ease for the customers to reach without any hurdles.
 Online shoppers are nowadays more demanding and expect an user-friendly features or
website. The virtuous of search box has been reinvented and various sites are nowadays
making it their key feature. The issue with Woolworths search box is that it is inserted
away above the left side of carousel and it does not make them jump out their place. It is
pretty small and looks like it is walloping in the private instead of coming out to perform
(Woolworths.com.au, 2019). Amazon creates special features according to the demands
of the customers which make them jump out of their place.
 Woolworths site decline to permit customers to transact as guest which is not seen in
Amazon as guest can also transact.
 At initial glance, the left side upright carousel looks good. The pictures are good however
once they begin using it they understand the list never lasts. It just keep going and they do
not recognize where they are. It is not clear where one class ends and where other starts
and it is just straight forward or modest (News.com.au, 2019).
 Woolworths attends a multiplicity of tiles on their home page that lead customers down a
different path. Amazon also serves many products but they specified those product in a
sequential which does not down the customers.
Solution 1
The solution for above issue is that Woolworths for being successful should spend more time to
understand the customer behavior apart from offering the cheaper product on websites. Online
shoppers are nowadays more challenging and expect user-friendly websites or features. They
should add the auto propose feature for show a list of results. Therefore, if a customer types
something the search box can disclose some suggestions for them. The Woolworths make its left
side carousel little bit large and coming out to play. The search box designed in such a way that