To guide task analysis, I observed the process at the self-checkout lanes. While doing this, I noticed that some customers would seek assistance from store workers when needed; however, there was a large number of customers who hesitated to engage with staff. Some even looked frustrated and would simply proceed to arbitrarily engage in the process of checking out without actually scanning some of the items. This group of customers would similarly ignore when the system prompted them to enter quantities (with items that are normally bought in multiples like limes, fruits, and other produce). Similar habits were noticed when the register would ask for payment of choice or asked if any coupons would be used. Employees monitored activity from afar in two of the three stores visited. The SME noted that more engagement with the customer during the checkout process would 1) give more opportunities to better customer experience, leading to the customer returning; 2) prevent store loss by identifying the causes of it.

The scenario-based training would serve to inform employees on the importance of approaching customers as they checkout and similarly, delineates boundaries of their role at the store.

Action Map

The SME consulted for this project is a general manager at one of the biggest retail stores in the country. I created the action map and established the overall goal for this project based on our consultation.

Text- Based Storyboard and Visual Mockups

After the approval of the action map, I began working on a text-based storyboard with detailed descriptions of all scenes.