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Colleague Experience at the Self-checkout

Improving the experience for our colleagues in-store.
Colleague menu overview

CHALLENGE:

The colleague menu is difficult to navigate and messaging is not fit for purpose.
Customers show frustration from interventions. Our hypothesis: By improving the colleague menu and messaging, we will improve colleague satisfaction and reduce transaction time.

Discovery

A mix of spending time with colleagues in-store and reaching out to colleagues remotely. 

  • Better understanding of environmental factors impacting colleagues

  • Some key journeys to improve on (e.g. miss-scans, multiple interventions at one time, security de-tagging)

  • Some friendly store managers + colleagues for future research

Screenshot of the current menu and a wider message

Research and refining

We wanted to assess how the customer would react to the additional prompts and decisions. We used an unmoderated usability platform to allow us to quickly test our prototypes and receive customer feedback. 

We tested on an ipad with a range of colleagues with different store experience and duty levels. We also needed a variation of experience across different self checkout machines, i.e. with clothing and home and food.

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Aside from standard usability testing, we also learnt about highest frequency interventions, operational and system challenges. How audio queues boost important colleague multi tasking and what workarounds colleagues use to give the best customer experience.

Image of a testing layout

Final designs

The key design elements:

  • Enhanced menu, clearer interventions and messaging for colleagues

  • Key detailed notes to identify what functionality is yet to come

Summary of key features
Summary of details

What's next?

This is slowly rolling out to a range of stores. It's a massive build so it's incremental and ongoing live testing. The team will then look at intervention times and colleague satisfaction.
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What did I learn?

  • It identified some key ways of working issues - through this we could collaboratively improve and redefine how we work with engineers.

  • Spending time with colleagues builds relationships and better understanding - the process of redesign was length but hugely valuable.

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