Overview
Under the guidance of the Sainsbury's design team, a group of five students from Loughborough University worked on an industry project brief titled: 'How can a national UK food retailer focused on convenience and speed of check out, best use self-checkout to improve its customer experience?'
Research Methods
Affinity mapping: to identify key patterns across all the research methods.
Prioritisation Matrix: to highlight key insights based on their impact on retail loss management and the experiences of both customers and staff, helping us select the most relevant insight to move forward with.
The Problem
The current self-checkout experience leads to long and uncertain wait times, often requiring staff assistance. This results in a negative overall experience for customers, reduced work efficiency for staffs, and occasionally unpleasant interactions between both the parties.
How Might We (HMW)
optimise the self-checkout process at Sainsbury's by improving staff's work efficiency and customer waiting experiences?
User Journey Map
Brainstorming Ideas
We curated a Sainsbury's self-checkout environment. The purpose of this testing was to understand how customers (2 Participants) perceive waiting time experience with the new low-fidelity prototype. Moreover, we interviewed a staff member to understand her views as well.
Digital Queue Management
Scratch Game
Traffic Light System
Mid-fidelity Designs
Digital Queue Management
A digital screen to better inform the customers waiting to enter self-checkout and leading them in the right direction without any confusion and awkward interaction with a staff. Also, providing staffs more time to tackle other issues in hand.
Scratch Game
Make customers waiting experience better by giving them interactive screen features to keep them engaged and an opportunity to learn something new as well.
Traffic Light System
A system of lights and icons to better inform the staffs when they are in a rush and assisting them in making a right decision while working at a self-checkout area.
Key Benefits
Limitations
Next Steps
