The increased spread of digital technology and smart services has changed the way employees work in retail in a variety of ways. It has therefore changed the collaboration of actors, which has brought opportunities and challenges for employees and businesses. Varying needs of actors influence the business's decision to apply smart services in physical stores. The purpose of this qualitative study is to study IT-dependent work systems in the retail trade, which examines employees’ varied perceptions of the impact of smart services on work forms. There are complexities in collaboration between actors as well as resources and systems that can affect employees’. Method choices have been made in the form of in-depth interviews to collect deeper insights and perspectives on employees’ perceptions of how work forms are affected by smart services. A selection of respondents has been made in consideration of the socio-technical perspective, which includes work roles where employees’ interact with digital technology. In-depth interviews have been conducted with six respondents from varied operations within the retail trade. The data collection has been based on in-depth interviews where a deductive conceptual framework has been created to increase understanding and gain deeper insights into the subject. The conclusion of the study shows that smart services change the way employees’ work through increased efficiency and reduced workload. The impact of smart services also shows that the availability of information and customer interactions is changing. It also includes adaptations by employees’ when applying smart services that require increased knowledge as it affects the performance of work methods. A further part of the conclusion shows that smart services have a positive and negative effect on employees’ working methods in the retail trade