Sam's Club: Club Pickup Kiosk

Role: UX/Interaction design, UI design

Problem:

The Club Pickup kiosk was created in order to help members who place orders online and pick them up in the store, pick them up faster. However, the initial design that launched had no design team input in the process. I was brought on to help simplify the flow.

Scenario:

After the member places an order online, they can come in the store and check in using the kiosk, letting an associate know that they’ve arrived. The associate is alerted, then brings out the order within a few minutes and meets the member at the Club Pickup area. 

Process:

We retrieved data on order sizes, associate and member wait times, and their typical behavior when ordering online or shopping in store. We also took into account what kiosk device we will be using, and how it would integrate into the mental model of our members.

1st Phase:

In the beginning, we started out small - the kiosk consisted of a single welcome page, confirmation, and error states. Below screens show a sample of the first phase. 

Later Phases:

The home screen was updated to accommodate the scanning ability of the tablet. Additional screens and features had to be created to account for multiple orders and varying wait times.

Pickup kiosk latest:

This is an ever-evolving project - we’re constantly finessing the flow and screens to make this the most seamless experience for the members possible, and now we’re launching it in our Puerto Rico clubs. So far the feedback from members has been great. They love that they can pick up their order even faster now, but still get the chance to see their favorite Sam’s Club associate. 
 

After the pick-up kiosk launched, I was also tasked to help make the native mobile check-in experience. You can see more of it on the mobile check-in page. 

Thank you