Objective: Design the kiosk app that will be installed in club for members to use for checking in for their pickup order they've placed online.

UX: Alexis Park

UI: Vanessa Vellozzi, Susan Guevara, Alexis Park

The original design of the kiosk was put together in a way where the entire screen didn't fit in the device and members had to scroll, and didn't take into account the many use cases that would arise from the check-in process.

 

 

We had to keep the members in mind on how they would walk into the store, find the kiosk and start interacting with it immediately. We made an illustration that would quickly show how to check in for their pick up order by scanning their card, but also kept the manually process for customers who are picking up orders on behalf of other people. 

This was made to accomodate the use case that arose later on. 

Members would check in for their order, but would end up shopping that resulted in their prepared perishable orders going stale.

Since this was first introduced, a quick description of how Club Pickup program worked was shown on the landing page.

A promo area was reserved on top for membership promotions. 

 

Although the process may seem self-explanatory, after the launch we found out that many customers were confused on where the club pickup area was. The reason why we kept the 'area' generic was because each store has it located in varying areas. We must come up with a way to keep this as specific and generic as possible. This may be a problem that can't be resolved just by copy or content in the kiosk, but in the physical store itself. 

A related problem is that the kiosk itself is in the exit area which also makes it difficult for members to walk right up to the device and interacting with it. In order to improve the disconnect in the experience, I believe the communication between the digital team and the in-store team needs to be more fluid and flexible. This is our mission that we are continuously working at to improve.