01
7-Eleven
Scan & Pay
Role — UX Researcher
Context
The 7-Eleven product team launched a service called Scan & Pay as part of a larger initiative to digitally enable physical stores. When they launched the feature, few people had heard about the service and some struggled with the concept of scanning and paying for their items without a physical kiosk. The product team wanted to know if people weren't using the feature due to lack of awareness or if the product itself was too difficult to use.
Problem
How might we increase the usage of Scan & Pay among our target users while providing convenience and delight?
Process
Collaborate with researcher and designers to incorporate previous qualitative and quantitative studies into a format product understands: the storyboard.
Result
Product used the storyboard as a guide for their roadmap and funded research to test the service in NYC with customer intercepts, focus groups, and one-on-one interviews. Results of the NYC study led to a live launch 6 months later in Manhattan in 2019. The launch was considered a success by increasing product scan rates by more than 10X.
109
people
18
hours of interviews
100+
pages of transcripts
Note: This project has been publicly shared and permission granted to talk about the project.
The full case study
