Piloting an Unmanned Smart Store: A Case Study of AFRY’s Vantaa Office
Aziz, Ahmed (2026)
2026
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202603194597
https://urn.fi/URN:NBN:fi:amk-202603194597
Tiivistelmä
This thesis delves into unmanned store concept. It evaluates this type of retail within AFRY company and its office environment. Interest in this sort of retail relates to reinventing the retail experience, as the case company feels the need to improve internal services and employee convenience toward a modern and more convenient concept. The thesis focused on understanding the perceived value, opportunities, and concerns related to implementing an unmanned store rather than on its technical or digital development.
The theoretical framework examined existing self-service business models with a particular focus on the delivery of internal services user acceptance of unmanned retail formats. Other aspects were also explored. It also factors such as implementation feasibility and potential operational risks. The theoretical framework provided a foundation for analysing and assessing the relevance of unmanned store for a non-retail, office-based context of the case company.
The thesis used qualitative and some elements of quantitative research methods. Data was gathered through an employee survey, as well as interviews with industry experts. The survey assessed employee perceptions, expected advantages, and potential concerns, while interviews gathered insights into operational, organizational, and business-related aspects of unmanned store concepts. The data analysis revealed key value drivers and constraints related to the application of the unmanned store and highlighted key aspects for future improvements.
The results indicated potential value of implementing the unmanned store for providing more convenience and accessibility within the office environment of the case company. Existing challenges related to governance, responsibilities, and user behaviour were also identified. The findings provide AFRY with both strategic direction and practical understanding of the requirements for successfully implementing an unmanned store.
Keywords: Unmanned store, self-service, office Environment, Employee convenience, AFRY (case company), employee perceptions, internal service innovation, Implementation challenges.
The theoretical framework examined existing self-service business models with a particular focus on the delivery of internal services user acceptance of unmanned retail formats. Other aspects were also explored. It also factors such as implementation feasibility and potential operational risks. The theoretical framework provided a foundation for analysing and assessing the relevance of unmanned store for a non-retail, office-based context of the case company.
The thesis used qualitative and some elements of quantitative research methods. Data was gathered through an employee survey, as well as interviews with industry experts. The survey assessed employee perceptions, expected advantages, and potential concerns, while interviews gathered insights into operational, organizational, and business-related aspects of unmanned store concepts. The data analysis revealed key value drivers and constraints related to the application of the unmanned store and highlighted key aspects for future improvements.
The results indicated potential value of implementing the unmanned store for providing more convenience and accessibility within the office environment of the case company. Existing challenges related to governance, responsibilities, and user behaviour were also identified. The findings provide AFRY with both strategic direction and practical understanding of the requirements for successfully implementing an unmanned store.
Keywords: Unmanned store, self-service, office Environment, Employee convenience, AFRY (case company), employee perceptions, internal service innovation, Implementation challenges.