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Nordstrom Point Of Sale (POS)

Nordstrom mobile Point of Sales (POS) IOS app provides transaction options for store associates. App features include store credit, split tender, gift cards, inventories, scan barcodes/SKUs, online lookup, reorder, returns, sales tax, and customer information. The app gave store associates the opportunity to build relationships with their customer.

Challenge

To create a seamless experience for store associates to better infinitive and interact with their customers at checkout. Consequently, this improved the overall shopping experience of the customer.

Role

Appointed as Lead UX Designer, provided user study, wireframes, user research, prototyping, visual design and implement UX into Agile.


 
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Nordstrom mobile Point Of Sale

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REDESIGN GOALS

We interviewed and shadowed store associates to see how they would go about interacting with a fixed POS station vs. mobile POS device. We viewed and addressed many problem areas holistically.

BUSINESS

The store associates were critical drivers of retail brick and mortar company revenue. The business goals were to help store associates move freely around the store, make transaction seamless, and help customers have a better shopping experience.

USABILITY

The objective was to create a seamless application experience for store associates for helping their customers efficiently. Store associates should be able to quickly navigate information on the mobile and fixed station applications without distracting them from assisting the customers.

Four key functions that make up retail point of sale (POS)

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Voice of the users

The voice of the store associates is critical to the health of a brick and mortar because they are the front line of the organization. They understand the environment that they are in, the products that are on the sales floor, and the customer’s behaviors for building a relationship with them.

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Olivia Smith - Sales Associate

"As a sales associate, the POS give me the abilities to help our customer in a personal way and also, giving them a better shopping experience.”

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John Dollen - Sales Associate

"The POS give us the abilities to make a transaction anywhere in the store so we could develop customer intimacy and establish loyal customer relationships."

 
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Jennifer Foster - Sales Manager

"Mobile POS allows our sales associates to put our customers at the front and center of their interaction, no matter where they are on their shopping journey."

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Betty Woon - Sales Associate

"I can identify a customer and on what product they are interested in at the point of sale, this way I can make 1-on-1 pitches that are much more likely to result in a successful sale."

Identifying Usability issues

Using heuristic evaluation, data analysis, A/B testing and shadowing methods, we could uncover usability issues of the current device and redesign it to align with the user's expectations. Research played a significant role in helping us understand the user’s behavior on how the data is being consumed and the various behavior scenarios to confront.

Mobile limitation

With a small device, screen real estate is minimal, so it was essential to have a dedicated fixed station in the store to make transitions. Since various sales associate age groups were using both the fixed and the mobile platforms, there was consequently, some learning curve for the mobile POS..

taxonomy

Store associates were struggling with the transfer of data from one device to another due to duplicate customer information in the primary store database and the mobile POS database.

Style Guide

A style guide was created to ensure a consistent look and feel throughout the application and messaging to our end users. The style guide provides cohesive content that distinguishes a brand from our competitors. This cohesion is essential because it helps establish a strong brand voice that resonates with our end users and is crucial to building brand awareness.

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Pos - mobile grid

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POS - Mobile cells

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cells AND NOTIFICATION BANNERS

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high-Level wireframes

 

Measurement

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Takeaways

Designing the Point of Sale (POS) app, really helped me consider the different type of end users and their needs in brick and mortar stores.  If budget was not a limitation, more user studies would increase my understand of store associate behaviors in the use of the POS. Although discoverability and ability are not the same, however, it complements one another. The user needs to be able to discover efficiently, and this becomes critical on mobile, where limited screen real estate requires different approaches compared to the stationary Point of Sale machine.