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For a retail store, users are frequently complaining about long queues during check out. How would you go about coming up with a strategy to improve the experience in short term and long term?
+2 votes
2.1k views
in Product Design by (14 points) | 2.1k views

4 Answers

+4 votes

Let's clarify the question first. 

Is it a particular retail store or a chain of a store: Lets says a particular local grocery store.

Does the store have self-checkout: Yes

Is the wait time long for self-checkout or counter checkout: Both

When do users complain the most (time?): Evening 

Identify Personas 

* Users with cash: carrying 5 items or less OR 5 items or more

* Users with card: carrying 5 items or less OR 5 items or more

Report Needs

Enhance the user experience by reducing the complaint from users (considering we are providing the solution for the users mentioned in the above category) about long queues during checkout 

SolutionImpact to usersComplexityCost to business
Provide estimate wait time so that the user has the clear info and decide if they want to come back againHighLow (store already has the data based on the history)Medium
Provide snacks (something from the in-house bakery) to enhance their user experience Medium (There is still a wait but the users will be happy with the free snacks)LowLow
Staff people who would go to the users waiting in the line with the credit card and charge them via the card processor HighLow (the tech already exists)High (more staff + cost of the card processor)
Improve checkout process by giving cashless experience - tie-up with google wallet / paypal HighLowMedium
Introduce membership service - allow users to drop off the items in their cart at the counter and select a delivery time; the store staff will charge their card registered in the system (offline) and deliver the items at the time specified by the userHighHigh (need to build a system for membership)Medium
Build an app for online grocery shopping and delivery HighHighHigh

Based on above as a short term solution, I would go with 1 , 2 & 4

For Long term 4 & 5 could be combined for a better user experience 

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by (159 points)
+3
Great answer. Enjoyed reading how well you described the ideas and evaluated your options. This will impress the interviewer.
0 votes

Drilling down the problem statement of queue, why queue happens? The answer would be very simple! It's because demand is very high(items that need to be billed) and supply(POS machines) are limited. So the pro…See more

by (13 points)
+1
Hi Rish,
I suggest you first ask more clarifying questions such as when the queue exists. Is it in certain hours or all the time? Is it seasonal, recent, or ongoing? Once you have a clear understanding of the problem, you can brainstorm a few solutions. Make sure that after brainstorming is done, you evaluate your solutions and compare them against each other via some criteria such as the one done by garima above. And in the end, always always give a quick summary of how you derived your solution.
0 votes

Clarifying Questions:What type of retail store? Phone retailerHow many checkout stations are currently there? 2Are there any self checkout stations? NoDo they have an online store? NoIdentifying the Users…See more

by
0 votes

For a retail store, users are frequently complaining about long queues during check out. How would you go about coming up with a strategy to improve the experience in short term and long term?Clarifying Goals:…See more

by (75 points)
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