SCAN PAY AND PLAY CUSTOMER FACING APP-
DICK’S SPORTING GOODS
OVERVIEW
Scan Pay and Play is a customer facing app that was designed in response to Covid-19. Dick’s Sporting Goods wanted to quickly respond to some of the line management challenges and health concerns that the customers faced while checking out in the store. This app was quickly designed with little research by another team. It was handed over to my team to improve and research the current experience. My team started by conducting research and experiencing the app for ourselves while gathering user feedback. We had to work alongside many internal teams. This app currently is available to download on Apple and Android devices.
The Challenge
Since this app was originally designed with little research and by another team, we had to work backwards to address some of the issues. We also had no idea how the our customers behaviors would change in response to a pandemic.
So we dove in and collected as much information as we could. This is what we found….
Too many messages in the store - check out was confusing.
Before you leave the store you have to complete and audit with an employee to check your items and remove any sensor tags. If there was multiple people checking out using the app it could clog up the aisle.
in-store research
i brought my team to the stores and had them experience it for themselves and this was the feedback from our research.
identifying risks and opportunities
What we did with all this information was present it to the senior leadership so they could make an informed decision about how to move forward with this initiative.
quick wins
Pricing screens were improved, more instruction was included and the we decided to use a better scanning service.
REFLECTION
This project was very interesting because it involved a lot of stakeholders and it was created to solve a problem that ended up not really being a problem. There was value the work that had been done, but finding the purpose for this app in an ever changing retail environment was uncharted territory.
My team updated some of the design flows along with some other payment updates. We continue to monitor the usage and sales metrics to understand if this will be a useful tool for our customers.