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Meijer Department Store Next-Gen Point-of-Sale

NCR, Web, Zebra ET-40 and Kiosk

THIS CASE STUDY IS BROKEN UP TO FEATURES (case studies). THIS PAGE EXPLAINS THE UX PROCESS OF RESEARCH WITH LINKS TO SEPARATE CASE STUDIES.

Team #56 | 1 Product Owner, 1 Product Manager

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I partnered with PM, collaborated with stakeholders to define strategy, and led the UX experience.

As a Senior Designer, I spearheaded onsight research initiatives. Observed and interviewed employees in their everyday practices. Met with team leaders and businesses to understand the business goals, and customer's high demand, and forged a solution together with technology.

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Overview

Legacy

Meijer department store was looking to build their own point-of-sale system. It was a step forward from antiquated hardware that was limited to the growing needs of Meijer's customers.

The problems ranged from hardware, and technology, to processes that needed to be implemented with new technology.

Growing customer needs

Surveys indicated there was a need for more services in the platform. The data showed patterns for the following:

  • Payment options @ checkout.

  • Scale return process to adopt categorizing/labeling items.

  • Validating DOB

  • Seamless interventions clearing

  • Third-party delivery integration (Shipt, Amazon)

The problems ranged from hardware, and technology, to processes that needed to be implemented with new technology.

Showing impact

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The happy path with intervention was the baseline for opportunity.

Research

Onlocation visited the store to observe customer service firsthand. Focused on common problems and how well employees were equipped to handle them. Documented technical constraints at every level and hardware limitations.​

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Case Studies

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We observed the associates' everyday activities. We asked them to walk us through their process-clearing interventions at the lane. What common issues did they encounter?

For the POD associated (2 or more self-checkout stations), what can help them provide better customer service and multitask managing the SCOs?​

Focus Methodologies

  • Audits on legacy systems, understand the technical constraints.​

  • Data Analysis - correct limitations, dropoffs, and errors.

  • Competitive audits - Endless research into different industries and enterprise products.

  • Observations/interviews - What were some hacks to accomplish the goals?

  • Surveys - Discovery of personal feelings towards the product.

Legacy System

Legacy_1
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Legacy System

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THIS PROJECT WAS BROKEN UP INTO SEPARATE CASE STUDIES. THIS PAGE DOCUMENTS THE CHALLENGES THE PROJECT FACED.

Research Top Findings

Grocery - UI for SCO checkout flow with payment.

Service Desk - Outdated technology connecting to 3rd party vendors. Hack process to return multiple items. Here

Limited System: throughout the department store
Lane interventions - required a hard stop in checkout (frustration for the customer). Employee level of experience plays a role in effectiveness.

Cash Management - The system was limited in details. Associated manually did a process to ensure currency flushed through the system.

Benefits:

  • Increased Efficiency: Faster processing of returns, price adjustments, and sales transactions will reduce wait times and improve customer service.

  • Improved Accuracy: Barcode scanning and real-time inventory management will minimize errors and ensure accurate data.

  • Enhanced Flexibility: Integration with third-party vendors will streamline transactions and improve overall service.

  • Better Customer Experience: Faster service and reduced wait times will lead to a more positive customer experience.

  • Data Analytics: The new system can provide valuable data on return trends, sales performance, and customer behavior, helping to optimize operations and future promotions.

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Implementation Plan:

  1. Needs Assessment: Conduct a thorough review of service desk workflows and identify specific needs.

  2. Software Selection: Research and select a POS system that aligns with the identified needs and integrates seamlessly with existing Meijer systems.

  3. Data Migration: Develop a plan for migrating existing data (customer information, product details, etc.) to the new system.

  4. Training: Provide comprehensive training for service desk staff on using the new POS system effectively.

  5. Pilot Testing: Implement a pilot program at a limited number of service desks before a full rollout to identify and address any potential issues.

  6. Post-Implementation Support: Offer ongoing technical support and user assistance after system launch.

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Expected Outcome:

Implementing the new POS technology will significantly improve operations at Meijer. The system will increase efficiency, accuracy, and flexibility, leading to faster service, improved customer satisfaction, and valuable data insights. Business goals and user needs are forged with technology to create the best user experience posible.

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