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OnSight

The intelligence layer for physical retail

See what your customers need. While they’re still in your store.

OnSight connects shoppers, store teams and real-time retail intelligence — helping customers find what they need, staff respond at the right moment, and retailers understand what happens before the sale.

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  1. Shopper
  2. Request
  3. Staff
  4. Insight

01 — The visibility gap

The store sees the sale.
Not everything that happened before it.

  1. 01

    Customer enters

    Unrecorded

  2. 02

    Searches for Runner 02

    Unrecorded

  3. 03

    Can’t find size 42

    Unrecorded

  4. 04

    Looks for help

    Unrecorded

  5. 05

    Waits

    Unrecorded

  6. 06

    Leaves

    No transaction

Most retail systems only record the last step.

Searches, size gaps, help requests and waiting time happen every day — and leave no trace.

02 — The invisible store

Make the invisible visible.

A store can see movement without understanding intent. OnSight is designed to reveal signals from voluntary searches and requests — not personal identities or tracked journeys.

ENTRANCESIZE REQUESTRunner 02 · 42PRODUCT SEARCHCore HoodieHELP REQUESTFitting Rm 04WAIT TIME3m 40sUNMET DEMANDTrail Pro · 41STAFF RESPONSEAccepted · 58s
8 shoppers · 0 signals recordedIllustrative visualisation

03 — The ecosystem

One system. Three perspectives.

Help when you want it. Autonomy when you don’t.

OnSight is designed to let shoppers search products, check sizes and colours, locate items and ask for help on their terms, through in-store screens or proposed QR/mobile access.

  • Search or browse products
  • See size, colour and stock
  • Locate it on the store map
  • Request assistance on demand
  • Leave quick feedback

04 — How it works

From customer need to store action.

  1. 01

    Customer interacts

    A shopper searches or requests help through an OnSight access point.

  2. 02

    OnSight connects the need

    Product information and assistance requests become actionable signals.

  3. 03

    Staff responds

    The right employee sees what is needed and where.

  4. 04

    The store learns

    Anonymous interaction data becomes operational insight.

06 — From interaction to insight

Every interaction tells you something.

  1. Customer searches “Runner 02 / Size 42”
  2. Stock checked
  3. Assistance requested
  4. Staff responds
  5. Request completed

OnSight intelligence

  • Demand detected
  • Response measured
  • Product interest captured
  • Potential stock friction identified

07 — Value

Designed around the people inside the store.

01

Shoppers

  • More autonomy
  • Less waiting
  • Information when needed
  • Human assistance on demand

02

Staff

  • Clear requests
  • Better prioritisation
  • Less uncertainty
  • Context before interaction

03

Retailers

  • Real-time visibility
  • Customer intent data
  • Operational insight
  • Better understanding of friction

These are the outcomes OnSight is designed to support. They are project goals, not measured results.

08 — Why physical retail

Physical retail isn’t disappearing. It’s becoming more intelligent.

Stores offer what screens can’t: touch, trial, human advice and a brand you can walk into. The opportunity isn’t to turn stores into websites — it’s to combine the intelligence of digital commerce with the human and physical value of the store.

  1. Consumers cite customer experience as an important factor in purchasing decisions.1

    1. PwC, 2018

  2. Speed, convenience, knowledgeable help and friendly service rank among what matters most.2

    2. PwC, 2018

  3. Physical stores can play several roles within an omnichannel shopping journey.3

    3. McKinsey & Company, 2021

09 — Our principle

Technology when it helps.
People when they matter.

OnSight is not designed to remove sales associates. It lets customers choose when they want independence and when they want a person — and makes sure that person arrives with context.

Self-serviceHuman help
OnSight

Shopper checks information, then asks for help when needed.

The shopper chooses. OnSight supports every point on the line.

OnSight primary research

Built from the store floor up.

Research shaped the product before deployment. The next test is a real store, with reliable data and agreed measures.

111
Shopper survey

Valid responses · 11–31 March 2026

Stock/size information, locating products and help on demand were priorities.

Final thesis · pp. 31–36

7
Retail experts

Exploratory interviews

Data reliability, adoption and retailer value challenged the original concept.

Final thesis · pp. 38–47

9
Store staff

Interviews across nine locations

Stock and size questions recur while teams juggle other floor duties.

Final thesis · pp. 48–50

20
Prototype participants

Informal task-based testing

All completed core tasks and reported intent to use it again. Help from the map needed refinement.

Final thesis · pp. 58–60

Exploratory research · not representative retail performance

Explore the evidence

Access points

One system. Different ways in.

The interface should fit the store, not define the product.

Prototype interface

In-store screen

A shared point for product information and assistance.

Proposed access

QR / smartphone

A mobile entry point to reduce fixed hardware and queue friction.

Future capability

Retailer app

An integration route to explore with a retailer.

What could OnSight reveal inside your store?

Explore how OnSight could help connect customer needs, staff response and store intelligence in a real retail environment.

Request a demoDiscuss a pilot

See your store differently.

Connect customer intent, staff action and store intelligence in one experience.

Request a demoExplore a pilot

OnSight

Insight, on site.