Uniqlo identified an issue in its changing rooms where delays in staff responding to customer requests were negatively impacting the overall shopping experience. Customers often required alternative sizes or styles, but staff were not always able to respond quickly. Initially, a simple doorbell-style alert system was considered, but this solution lacked scalability, professionalism, and the ability to deliver a consistent customer experience.
Nahid Ahmed-Ali, Uniqlo UK Loss Prevention Manager, said:
“In our retail stores our changing rooms can be spread across a wide area and the issue was whereby the customer requires to leave the fitting room to look for staff or shout out to wait indefinitely and hope someone notices them. This can lead to frustration, especially if customers are half-dressed or embarrassed to leave the booth.”
THE SOLUTION
SECOM proposed the Changing Room Assistance System, a customer-focused, scalable solution designed to streamline staff responses and improve efficiency.
Key features include:
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Dedicated call points within changing rooms for customers to request assistance at the press of a button.
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Real-time visual alerts displayed on a wall-mounted touchscreen tablet at the changing room entrance, identifying the specific cubicle requiring attention.
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Optional audible alerts to ensure no request goes unnoticed during peak times.
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Touchscreen interface enabling staff to manage and reset alerts efficiently.
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Queue management functionality that lists multiple requests in the order received, helping staff prioritise responses.
This system provides staff with immediate visibility of customer needs, ensuring a faster, more structured response that enhances the in-store experience.
Tom Francis, SECOM National Accounts
“This project demonstrates how SECOM can adapt technology to meet very specific operational challenges. The Changing Room Assistance System was designed for retail, but its core principles can be applied to many other sectors where customer service, response times, and staff efficiency are critical. At SECOM, we pride ourselves on leading with innovation and tailoring our solutions to deliver long-term value across different industries.”
This project highlights how SECOM’s tailored security and assistance solutions extend beyond traditional security, delivering operational and customer service benefits to retailers. By understanding Uniqlo’s challenges and designing a scalable solution, SECOM demonstrated its ability to provide innovative technology that supports both business goals and customer satisfaction.
“The Changing Room Assistance System has given Uniqlo a reliable, scalable way to improve customer service and staff efficiency. By reducing waiting times and ensuring staff can respond quickly, we’ve helped create a smoother, more positive shopping experience that directly supports sales.”
— Tom Francis, Senior National Accounts, SECOM
SUMMARY
By implementing SECOM’s Changing Room Assistance System, Uniqlo benefits from:
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Improved customer experience – faster response times reduce waiting, allowing customers to focus on trying and purchasing clothing.
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Increased sales potential – quicker assistance encourages customers to find the right fit or style without leaving the store.
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Operational efficiency – streamlined processes enable staff to manage changing room requests more effectively.
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Future scalability – the system offers a long-term, value-driven solution adaptable to additional stores.
The new Uniqlo store in Glasgow is set to launch with this system in place, ensuring a seamless and enhanced customer service experience from day one.
“Our current changing room assistance system has been working well, and we’re very pleased with how the installation was managed under a new completed store. We look forward to it improving both customer service and staff efficiency. We’re confident it was the right choice for our store, and we look forward to reviewing the feedback and performance data over the coming months. It’s exciting to see how this solution will continue to enhance the overall shopping experience for our customers.”
— Nahid Ahmed-Ali, Uniqlo UK Loss Prevention Manager
