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Home Case Study: Retail

Improving the Checkout User Experience

  • Challenge
  • Approach
  • Result

Challenge

A major department store wanted to improve the user experience of a new checkout process before wider implementation to more retail locations. 

Approach

Southpaw Insights conducted in-store intercepts with shoppers at the checkout. We observed shoppers while they checked out and prompted them with questions throughout the process to understand barriers to use.

Result

Through 20 intercepts, we identified multiple areas of improvement to both the technical side of the user experience and the physical location of the checkout and signage in the store.

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