Point of Sale (POS) systems are used by cashiers in retail stores to handle store inventory (in combination with a back office), checkout customer orders, perform transactions, and manage loyalty.
In a typical work shift, it is important for all services to be operational and swift to reduce customer wait times. It can be a frustrating experience for shoppers to wait too long in the checkout lane, and on the flip side, can be anxiety-inducing for cashiers whenever they have to checkout a long line of shoppers.
Most current POS offerings are an in-store retail solution that run across multiple devices at store touch points over the cloud—typically, over-the-counter devices used in checkout lanes that are operated by a cashier/store attendant, and they often lack mobile capabilities. Rather, mobility is limited to mobile apps or self-scan devices, which only have basic POS functionalities that are often restrictive, as they are primarily intended to be used by shoppers.
Implementing a comprehensive mobile point of sale (mPOS) solution for in-store attendants is a significant opportunity to enhance customer experience by accelerating service speeds, reducing checkout queues and wait times, and providing efficient assistance to shoppers on-the-go, by using the robust features present in countertop POS systems.
An mPOS solution adds mobility and allows service and sales teams to conduct transactions in a flexible manner, as they won't have to be present at a single location. It also offers a cost-effective alternative for small businesses by enabling transactions without the need for expensive electronic registers or software support.
By using cloud-based subscription models, mPOS systems reduce initial setup costs and ensure predictable monthly expenses. Additionally, they help shorten checkout and return lines at the store, enhancing operational efficiency.
The mPOS is designed to use touch screen and gesture-based capabilities, making it intuitive for store associates and reducing the learning curve, allowing for quick onboarding and smoother day-to-day operations.
Designing an mPOS solution presented us with a set of unique challenges.
Many retail operators face challenges when their payment systems lack the options to support various payment methods store shoppers prefer, potentially leading to missed sales opportunities.
Implementing a mobile POS system requires skilled personnel to set up and manage both the hardware and software. Often, store operators lack the necessary resources to manage technologies and ensure everything functions smoothly.
Synchronizing the mPOS with existing architecture, such as traditional countertop POS machines and retail back-office applications, can be complex and requires seamless integration across multiple touchpoints throughout the store.
Our research and discovery phase included generating personas for retail store cashiers through suverys and interviews with users and product stakeholders, followed by a competitive analysis of existing mPOS offerings.
Personas are representations of customers or users who play a certain role and have an influence on the system. The personas shown below were created as part of a design thinking session for future point of sale systems by our UX research team. The research was conducted via observations and field studies with cashiers, store managers, and IT staff at various retail stores based in the US.
Our discovery process included a comprehensive feature audit of our competitors' mobile point of sale offerings.
We also used a journey map illustrating the typical flow that store employees and shoppers go through.
To ensure that our design solution met both user needs and business objectives, we collaborated closely with the Product team to define the ideal "happy path" for key user interactions.
We began by identifying the primary tasks that store associates would perform using the mPOS system, such as scanning items, managing the cart, and processing payments. For each task, we outlined the most efficient sequence of steps, focusing on reducing the number of actions required and minimizing potential errors.
The design evolved through multiple iterations, incorporating valuable feedback from our Product Management and Engineering teams at each stage. Below are some of the key screens from the MVP version of the product, reflecting our collaborative effort to align functionality with user needs.
We also developed interactive prototypes to demonstrate how the product should respond to user interactions with various on-screen elements.
A store associate can scan product barcodes to look up items in the store catalog, and then add them to the customer's cart.
The cart can be accessed by tapping the cart button in the bottom navigation bar. A badge on the cart icon displays the number of items currently in the customer’s cart.
The checkout process begins by tapping the 'Proceed to pay' button in the cart. Users are then guided through a streamlined payment flow, where they can review the customer's order, select a payment method preferred by the customer, and complete purchase.
A receipt details screen is displayed upon successful payment, ensuring a smooth and efficient transaction experience.
The design of the retail app for in-store employees successfully addressed the primary challenges faced in a fast-paced retail environment.
By focusing on streamlining the checkout process, enhancing product lookup efficiency, and creating a user-friendly interface, the app empowers store associates to provide faster, more efficient service, ultimately improving the overall customer experience.
Designing this retail app required a deep understanding of the entire product flow, from initial user interactions to the final checkout process. One of the key challenges was working within the constraints of existing infrastructure and technology, ensuring that the app seamlessly integrated with existing POS systems while still delivering an enhanced user experience.
Working closely with Product Management and Engineering teams was crucial in refining the design to meet both user needs and technical constraints. This collaboration taught me the value of clear communication and iterative feedback in delivering a product that balances functionality, usability, and feasibility.
Throughout the project, I encountered various challenges, such as integrating new features or adjusting the design based on feedback. These experiences highlighted the importance of being adaptable and open to change, ensuring that the final product could effectively meet evolving business and customer needs.
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