SamSung - Retail Mobile Application
Project: Samsung - Retail Mobile Application
My role: UX Designer
Team: Jared, Project manager; Chhaian, Developer
Duration: 20 hours
Time: Oct 2019
Result: Concept Design
Problem Statement
What's the customer need?
The customer needs a payment process that is flexible, easy, and quick in a retail environment via a mobile device.
Target Customer: Grocery stores, for example, Costco, Target, QFC, Safeway, Walgreen, Walmart, etc.
Target Audience: Store managers.
Pain Point 1: Customers frustrated by waiting in line to make payment;
Pain Point 2: Associates tied to a physical cash desk cannot add value to sales process;
Pain Point 3: Loss of revenue when payment queues prompt customers to leave without purchasing;
Pain Point 4: Costs of updating single - function POS systems and associate training;
Pain Point 5: Constant need to rebalance resources between shop floor and cash desk;
Paint Point 6: Lack of process support for Buy Online pick up in store and buy online ship from store.
Understanding the Users
Observed the customers' shopping experience in a local Costco
User Storyboard
Design Process
Usability Tests, Feedback and Improvement
Improved 1: Color changed from Costco brand red to Samsung brand blue.
Reason: Samsung Retail Mobile Application remains consistence with Samsung Corporate Identity System.
Improved 2: Scan window bigger.
Reason: During the usability tests, the user took longer and/or became frustrated while trying to scan the bar code in the small window.
Final Design
Reflection
When we presented our product at the 2019 Samsung Hackathon, We did not win the prize. At that time, in 2019, no one could predict what is happening right now.
Right now, we are suffering a pandemic, when I read the news about Costco employees getting sick I think about how my product could be very useful in terms of helping with social distancing. Lots of hands touch cash and credit/debit card button pads, each touch is a chance to spread disease.
My product minimizes touch points especially when cashiers can use their camera to scan cards. This contactless payment process could improve very much the degree to which workers and customers can continue social distancing.
Review my project today; I’d like to make these improvements: I will replace to contactless steps during the payment process.
