SERVICES
Tablet Design
CATEGORY
Retail
REALIZED
May 2024
Computer Vision Based
Self-checkout
BACKGROUND
Shaping the future of convenience
7-Eleven is a global convenience store chain known for its wide range of products and innovative shopping experiences. With a presence in over 17 countries, it aims to provide quick and easy solutions for customers' daily needs.
QCO
A quick self-checkout system to reduce wait times and streamline the checkout process.
Impact of Design
2,000
Stores with Self-Checkout
$47 million
Sales Generated
Saved in Annual Labor Costs
7 Million
Transactions Processed
My Role
Planning & Scope
Defined the product with PM partners, balancing customer and business goals.
User Flows
Developed detailed user flows for a smooth and intuitive user experience.
Visual Execution
Created high-fidelity mockups and final visual designs.
Prototypes
Built interactive prototypes for testing and validation.
User Testing
Conducted sessions and iterated based on feedback.
Why do customers use checkout?
Insights
Why do customers dislike self checkout?
85% had issues with item scanning, like items not scanning correctly or needing multiple attempts.
54% of users found the self-checkout interface confusing, leading to errors and delays
67% faced problems with the payment process.
User Journey
Challenges
Accuracy and Reliability
Ensuring the computer vision system accurately identifies and classifies items is crucial. To mitigate recognition errors, we need to provide users with clear guidance on using the system correctly, like how to position items.
Problem Reporting
Since the algorithm isn't fully accurate, issues like unrecognized or similar items may arise. We aim to provide simple, user-friendly solutions to help users quickly resolve these problems.
Effective Item Searches
When users manually input items, they often face challenges with search results that do not match their terms accurately. Common issues include misspellings, similar item names, and insufficient suggestions. We need to enhance search functionality to improve accuracy and relevance of search results.
Ideation
In our ideation process, we began with group brainstorming sessions to collaboratively generate and conceptualize ideas. These sessions fostered creativity and allowed us to explore a wide range of possibilities. After narrowing down the best concepts, we created low-fidelity prototypes to test and validate these ideas. These prototypes were essential in identifying potential issues and gathering initial feedback, which informed subsequent iterations and refinements.
Happy Path
"What's this?"
In addition to the main user flow, a key feature is the "What's This?" option.
If the algorithm fails to recognize similar items or items within a container, users are prompted with "What's This?" to allow them to manually identify the items.
We've developed dedicated flows to address these edge cases.
A/B Test
Methods
Moderated usability tests – 10 self-checkout customers
Data collected: January 24-26th
Goals
Understand delights, pain points and opportunities
Understand the usability of QCO unrecognized item flow
1
A
B
A/B TEST
01
CTA hierarchy is important.
If Finalize & Pay is primary action, then that CTA should be prioritized or highlighted.
02
Customers prefer clear instructional prompts. A full-screen experience for adding items is favored as it reduces distractions and has clear guidance.
03
Users mentioned that the graphics displayed provided instructional information and they were pleased with the look & feel.
Final Design
Usability Study
Observe store customers as they use the QCO and note any technical or usability issues they encounter, using a pilot QCO at the Sound 7-Eleven Store in Coppel, TX.
60+
Store customers
6 hours
Conducted during 6 hours
Summary
Almost everyone was willing to try the QCO
Associates were able to spend more time cleaning, stocking shelves, and preparing fresh food when customers were willing to use self-checkout without assistance.
However, a few customers stated an overall preference to bechecked out by an Associate.
“
"That's as easy as it gets"
"Wow that's phenomenal"
"Amazing"
"How awesome"
"Pretty easy"
47 store customers who used the QCO rated its ease of use
/10
9.6
“
Other Works
