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Touchpoint is an app that is used primarily by Lowe's cashiers. It lives on the in-store mobile devices employees use for various tasks.
-Have a way to remotely perform tasks associated with Self-Checkout (ex. closing registers)
-Provide employees a digital companion to Self-Checkout
-Allow employees to monitor customer's transactions and check for theft
Goals of Touchpoint:
Usability Testing
As new functionality has been added, every part of the app has been tested with cashiers in the store.
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Every test starts with identifying research goals. I then collaborate with our research team to build a test script and prototype.
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After talking with 7+ store employees, I then assemble the feedback in a table. Once the data is assembled, I analyze the findings and look for reccomendations.
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Finally, I create a readout deck and review the findings with key stakeholders. Any critical changes are made to the interface at this point.
-Touchpoint has made it easy for me to watch multiple customers at once during my shift.
-Cashier, store #377
-Great tool for Self-Checkout associates. If you have a device it is worth using.
-Cashier, store #1060
-I am excited to see how this app continues to evolve! I am teaching others how to use the app.
-Head Cashier, store #2348
I have discussed the vision with leadership and led workshops to brainstorm what the app could be in the future.
Challenges I faced:
Users needs were not always prioritized
I continually returned to the in-store feedback we collected to determine how employees wanted to use the app.
Requirements were not fully defined
I pushed project managers to create jira tickets and define requirements before UX started the work.
Unclear overall vision for the app
As user experience designers, it is our job to advocate for the user.
Touchpoint Functionality
Touchpoint has been widely adopted by the stores, with a utilization percentage of 99%. Every week the app is launched by 60,000 cashiers nationwide, with total launches being 212,000.
The app continues to evolve as we add new functionality that brings value to cashiers.
The initial filtering screen appears every time you log into the app. You will only receive notifications for registers you choose to view.
The homescreen shows all the registers you have filtered to see. Blue registers are currently being used by a customer. Green are open with no customer present. Gray are closed.
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When you tap on a particular register on the homescreen, you are taken to the cart view. As customers scan each item, it appears in the list.
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You can perform specific actions on items such as removing the item, clearing the cart or adjusting quantity, just as you can at a Self-Checkout register.
You receive warning alerts for certain items such as toolboxes that are frequently stolen. You can acknowledge the alert on Touchpoint, then go assist the customer.
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Critical alerts are more urgent than warning alerts. There are 3 kinds of critical alerts, as shown above. Alerts like this are especially helpful when Self-Checkout is busy, enabling employees to assist customers faster.
Each employee has a physical QR they carry in their red vest. These QR codes are used frequently to perform overrides and key actions at Self-Checkout to help customers. Providing a digital QR code means you never lose or have to reprint your code.
We wanted to allow every Touchpoint user the opportunity to give feedback on their experience. I check the feedback on a weekly basis to look for issues and potential enhancements.
Touchpoint gives you the ability to close individual or multiple registers (lanes) remotely from the app. This is helpful for employees to prepare for closing the store. Opening registers will also be released in the near future.
As new functionality is rolled out, associates are not always aware of everything the app has to offer. The "What's New" page provides short learning modules that explain how to use the app.
App Videos
Homescreen and menu options
Edit Line Item
Critical and Warning Alerts
Final Thoughts:
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Touchpoint is a helpful companion tool for cashiers at Self-Checkout, but has the potential to be used in other parts of the store.
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Employees sometimes have trouble adapting to new technologies and processes. They need training to assist them in their learning journey.
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You will never create an app that your users love if you make assumptions about their behavior and needs. Always validate your assumptions.
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