Design thinking project

1. REDESIGNING THE GROCERY STORE
CHECK OUT EXPERIENCE
D O N E B Y :
B h u m i k a [ R 2 2 E S 0 0 6 ]
H i t h a S [ R 2 2 E S 0 0 9 ]
S p a n d a n a P S [ R 2 2 E S 0 3 1 ]
E v e l y n J o h n [ R 2 2 E S 0 3 9 ]

2. 2
CONTENTS
• PROBLEM STATEMENT
• SURVEY CONDUCTED
• EMPATHY MAP
• SOLUTIONS
• PROTOTYE
• TESTING
• CONCLUSION

3. RESULTS FROM SURVEY
3
How long do you stand in queue for billing ?
20- 30 mins
10 – 15 mins
Depends
How do you feel standing in queue for long time ?
tired
Frustrated
Bored
SALES
https://docs.google.com/forms/d/e/1FAIpQLScUmbyJRgyFB4FnY8Pgl41yG2Fd0FzAle6MAldCSrwRaOkWhw/viewform?us
p=sf_link

4. 4
PROBLEM STATEMENT
In today's fast-paced world, consumers value efficient and seamless shopping experiences. One
critical aspect of this experience is the checkout process at grocery stores. The current checkout
process can often be time-consuming, frustrating, and lead to customer dissatisfaction. Therefore,
the problem at hand is to enhance the grocery store checkout experience, addressing key pain points
and maximizing customer satisfaction.
Pain points:
• Long Waiting Times
• Slow Transaction Processing
• Limited Payment Options
• Item Scanning Challenges
• Bagging Issues
• Lack of Assistance

5. 5
EMPATHY MAP
• Empathy mapping helps redesign the grocery store checkout experience. Empathy
mapping is A tool to understand customers behaviors and needs.
• Empathy mapping involves understanding customers' needs, behaviors, and emotions.
By creating an empathy map, we can identify pain points in the checkout experience
and develop solutions to address them.
• Cashiers and store employees also play vital role in the checkout experience .
Understanding their challenges, workload and interactions with customers helps us
create a solution that benefits both customers and staff.

6. 6
SAYS
• "I hope the queue isn't too long."
• "I wish they had more cashiers open during busy
times.“
• "I don't want to waste time searching for my
loyalty card or coupons."
• "I hope my items scan correctly; I don't want any
surprises at the total."
THINK
• "Why aren't there more self-checkout options
available?"
• "Will I find my preferred payment method at this
register?"
• "I should have picked a basket instead of a cart;
it's easier to navigate during check-out."
DOES
• Looks for the shortest line or the fastest moving
queue.
• Arranges groceries on the conveyor belt for
efficient scanning.
• Checks the time, feeling rushed if in a hurry.
• Searches for loyalty cards, coupons, or payment
methods in their wallet or phone.
FEELS
• Frustration if the queue is long or moving slowly.
• Annoyance if there are issues with scanning
items or payment processing.
• Relief if the check-out process is swift and
hassle-free.
• Apprehension about potential interactions with
the cashier.
CUSTOMER

7. SOLUTIONS:
• Self-Checkout Kiosks: Self-checkout kiosks allow customers to scan and bag items
themselves, expediting the checkout process. These kiosks often include options for
various payment methods, reducing the need for cashier assistance.
• . Retailers like Walmart, Target, and Tesco have integrated self-checkout kiosks in their
stores.
• Drawbacks:
• Technical Issues: Self-checkout kiosks can experience technical glitches, causing
frustration for customers and requiring staff intervention.
• Learning Curve: Some customers, especially the elderly or those unfamiliar with
technology, may struggle with the self-checkout process.
7

8. SMARTCARTSAND QUEUEMANAGEMENTSYSTEMS:
• Equipped with technology like RFID, smart carts can automatically
detect items in the cart and calculate the total cost, streamlining the
checkout process.
Drawbacks:
• Initial Cost: Implementing RFID technology can be expensive,
making it a less feasible option for smaller retailers.
• Inaccuracies: Queue management systems might not always
accurately predict waiting times, leading to customer dissatisfaction.
8

9. 9
THE PROTOTYPE APPROACH
• Our prototype approach involves redesigning the checkout
area with a focus on speed, efficiency, and customer
satisfaction.
• Key elements include self-checkout kiosks, mobile payment
options, and streamlined bagging processes.
• This prototype involves Contactless Payments, Advanced
Barcode Scanning, Automated Bagging Systems, Virtual
Queuing Apps and Tablet based checkout.

10. 10
TESTING: FUTURE OF GROCERY SHOPPING
 Amazon Go is a revolutionary concept that is
changing the way we shop for groceries. With no
lines, no checkout, and no cashiers, this futuristic
store is transforming the in-store experience.
 Amazon Go uses a combination of computer
vision, deep learning algorithms, and sensor
fusion technology to track customers and items
in the store. Shoppers scan their phones upon
entry, pick up the items they want, and simply
walk out. The system automatically charges their
Amazon account.

11. 11
Shopping at Amazon Go is incredibly convenient for
customers. They can save time, avoid long lines, and
enjoy a seamless shopping experience. Plus, the store
offers a wide range of fresh food and drinks, including
ready-to-eat meals and snacks
Benefits for RETAILERS
Amazon Go is not only beneficial for customers, but
also for retailers. The store collects data on customer
behaviour and preferences, which can be used to
optimize product offerings and store layout. Plus, the
technology reduces the need for cashiers and checkout
staff, which can lead to cost savings.

12. 12
CONCLUSION
By implementing innovative solutions such as self-
checkout, mobile checkout, and automated
checkout, grocery stores can improve the customer
experience and stay competitive in a rapidly
changing retail landscape. The prototype approach
can benefit the store by increasing sales and
customer loyalty. Faster checkout times can reduce
customer frustration and increase the likelihood of
return visits. Self checkout kiosks require less staff,
freeing up employees to focus on other tasks.

13. Thank you