Walmart: Scan and Go App
“How might we understand customer expectations, concerns, and barriers when using an app to shop and checkout in store? ”
My Role: Associate UX Director and Research Lead
Approach
Working with a team of UX, design and technology members we designed and built out multiple iterations of an app that allowed customers to scan items, maintain a digital cart on their device and skip the line by using the app to checkout before they left the store. We had some data around the use of existing similar apps, but were still unsure how customers would react to this new way of shopping in store. We needed to test this with real customers in a real store setting, with accurate data and connection to existing in-store technologies.
Once we had completed internal iterations on our prototype, we did customer studies in a lab testing for our first round of design validation. Once updates had been made based on this first round, we connected the new prototype to existing data sources and were then able to bring customers in store and do live testing by accompanying customers for a “shop a-long”. Customers were given money and asked to do their normal weekly shop using the app while we recorded observations and insights. We then documented the findings in a report that included recommendations for final design updates.
Outcome
Fully validated app designs that allowed customers to successfully shop and checkout using the app. Final designs leveraged recommendations from rapid research studies, including technical enhancements for the app and in-store signage/wayfinding improvements.