It’s easy to get excited about new technologies when they promise to save time, cut costs, or improve the customer experience.
This is where many teams get stuck: focusing on the tool instead of what it’s supposed to fix.
Without a clear goal, the result is often more work, not less. Instead of making things easier, you’ve added another system to manage. When you’re working across hundreds of locations, that kind of misstep can be costly.
Before you start planning installs or picking vendors, take a step back. The best rollouts start by answering a few simple questions - not about the technology, but about the problem you’re trying to solve.
Chapter 1 of the Rollout Readiness Framework focuses on this exact step: planning. Getting clear on your goals so the solution actually fits your needs, not the other way around.
These come straight from the framework and are designed to help you stay focused on results, not complexity.
1. What’s the real problem we’re trying to fix?
Don’t start with “we need new kiosks.” Start with what’s actually going wrong. Are customers waiting too long in line? Are employees spending hours on manual tasks? Are items getting lost in transit?
Be specific: “Faster service” is a vague goal, but “cut pickup wait times in half” is something you can measure.
2. How will this tech be better than what we already have?
If it’s a replacement, what does it do better? If it’s new, what gap does it fill? It’s not enough to say “it’s more advanced;" you need to be clear about what makes it useful in real life.
If it doesn’t save time, save money, or improve the experience for employees or customers, think twice.
3. Who’s going to use it, and are they on board?
Even the smartest tech fails when the people using it aren’t part of the process. Will your store teams find it helpful? Will customers understand it?
Ask your store managers and field teams early, before you invest in a rollout plan.
4. Could we solve this another way with less complexity?
Sometimes, the best solution is the simplest one. Could an update to a current system get the same result? Could a change in process fix the issue without adding more tools?
Don’t assume the answer has to be brand-new tech. Sometimes, small changes go a long way.
A good rollout shouldn’t make things harder - it should make life easier for your team and customers. When you start by solving a real problem (and bring the right people into the conversation), the rest gets a whole lot easier.
Get the step-by-step guide to planning smoother tech rollouts.
Grab Chapter 1 of the Rollout Readiness Framework below to create a rollout plan that’s simple, effective, and aligned with real business needs.