SCAN PAY AND PLAY CUSTOMER FACING APP-
DICK’S SPORTING GOODS
OVERVIEW
Scan Pay and Play is a customer-facing app created in response to the challenges posed by Covid-19. Dick’s Sporting Goods aimed to address line management issues and health concerns that customers encountered during the checkout process in-store. Initially, the app was designed quickly with minimal research by another team, and then handed over to my team for refinement and further research into the user experience.
We began by conducting thorough research, testing the app ourselves, and gathering valuable feedback from users. Throughout the process, we collaborated with multiple internal teams to enhance the app. Scan Pay and Play was available for download on both Apple and Android devices until the business decided to go another route due to fraud concerns.
The Challenge
Since the app was initially designed with minimal research, we had to take a step back and address several issues that arose. Additionally, we faced the challenge of predicting how customer behaviors would shift in response to the pandemic.
To overcome this, we immersed ourselves in gathering as much data as possible. Here’s what we discovered…
There were too many messages in the store - it was unclear where to checkout
Before leaving the store, customers were required to complete an audit with an employee to verify their items and remove any sensor tags. However, if multiple people were using the app to check out at the same time, it often led to congestion in the aisles, creating a bottleneck.
in-store research
I brought my team to the stores so they could experience the app firsthand, and this is the feedback we gathered from our research:
identifying risks and opportunities
We compiled all of this information and presented it to senior leadership, allowing them to make an informed decision on how to move forward with the 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 particularly interesting because it involved numerous stakeholders and was created to address a problem that ultimately wasn’t as significant as initially thought. While the work that had been done had value, determining the app’s true purpose in the context of the rapidly changing retail landscape was uncharted territory.
My team updated several design flows and implemented other payment-related enhancements. We continue to monitor usage and sales metrics to assess whether this will ultimately be a valuable tool for our customers.