WHAT'S THE PROBLEM?
The company observed that an aging point of sale (POS) system was about to become non-compliant, potentially causing security concerns, and inhibiting future sales growth in the area. How might we replace the existing POS system to create a more engaging and seamless customer experience, while maintaining a tight production deadline?
HERE'S THE STORY
With little prior knowledge of the product area, I facilitated the team in sharing product knowledge and building the initial scope of necessary changes through multiple collaborative sessions, including ideation and synthesis. I was able to gather metrics and use cases from the individual teams and stakeholders and documented them through a shared database. As multiple UX partners were onboarded, we analyzed the multiple system needs with our development partners, as well as began building a list of proposed updates and upgrades that could be implemented during development, including increased metrics-gathering capabilities. We were able to conduct three rounds of user testing of various fidelity, with over 30 users across the US and Canada. With strong results returned from each round of testing, we felt comfortable presenting the findings and designs to our stakeholders for buy in. With this alignment, we worked diligently with our product managers and development leads to create actionable stories and build a viable plan to retire the affected system.
OUR USERS
Store Checkout Associates
Pro Desk Associates
Pro Support Associates (Remote Sales)
In-Store Designers (Kitchen, Flooring)
ANALYSIS
OUTCOMES
Increased visibility, transparency, and evangelization of user experience process on a large-scale product, in an early-stage area with multiple stakeholders
Increased scope of responsibilities in decision-making, strategy, and team facilitation
Allowed for experimentation with a non-linear system diagram concept, conceived by a peer
Completion of the design process with nearly all remote interactions and tools
Conducted 12 in-store interview sessions while maintaining associate comfort and health restrictions
Focus on text-to-confirm transaction types with remote runners for customers
Potential Outcomes
Increasing product security and PCI compliance
Modular capability upgrades that will reduce future development time
Reducing non-register transaction times across multiple payment methods by approximately 27%
Multi-channel solutioning through many stakeholders requires additional early alignment activities and (over)communication
PERSONAL ROLE & RESPONSIBILITIES
Strategy
Research Planning
Objectives and Key Results (OKR) Creation
Research
Stakeholder Mapping
Stakeholder Interviews
User Interviews
Task Mapping
Journey mapping
Service Blueprint
Product Function Mapping
Metrics Discovery and Analysis
UI Design
Low-Fidelity Mockups with stakeholders/partners
High-Fidelity Mockups with UX team
Usability Prototypes
Usability
Usability Testing
Stakeholder Presentation of results
Collaboration
Roadmap Creation
Presentation Design
User Story Creation