Self Checkout, Simplified

Self-checkout systems must provide a seamless, efficient experience for members while accommodating a wide range of complex scenarios.  

How might we design a self-checkout experience that anticipates these challenges, minimizes disruption, and ensures a smooth, intuitive process for both members and associates

experience goals

Consider solutions for every scenario

From age verification for alcohol and medication to processing government assistance payments, every edge case in self-checkout required a seamless solution. The system also needed an intuitive associate intervention mode to resolve issues efficiently while maintaining a frictionless experience for members.

Manage hardware and software integrations

The checkout system had to work seamlessly with physical hardware like scanners, weight sensors, and payment terminals to ensure a smooth experience.

test and iterate quickly

Given the project’s fast-paced rollout plan, testing and iterations had to be accelerated. Usability studies, rapid prototyping, and A/B testing were essential to refine the system within the time constraints.

Solutions

By designing a self-checkout system that quickly addressed edge cases and streamlined associate interventions, we improved transaction efficiency, reduced checkout errors, and enhanced the overall member experience, leading to faster, frictionless checkouts and higher member satisfaction.

A Seamless Start to Checkout

The redesigned self-checkout experience welcomes members with a clear, personalized greeting and an intuitive start screen. Key actions like barcode scanning assistance and gift card management are surfaced upfront, reducing friction and improving ease of use.

Item Scanning and Savings Visibility

The redesigned self-checkout experience ensures a smooth scanning process with clear item details, pricing, and savings. Members can easily adjust quantities, remove items, and see instant discounts, prioritizing transparency and control for their purchases. As part of this, we also needed to design payment screens for the card reader as well!

Effortless Item Lookup for Barcode-less Products

The redesigned item lookup makes it easy to find and add produce or barcode-less items. With clear visuals and intuitive navigation, members can quickly select the correct product, reducing frustration and checkout time. Designs for members to adjust quantities and weights were also a key part in this experience.

Empowering Associates to Resolve Checkout Issues

The redesigned associate mode streamlines support for members by surfacing voided items, price overrides, and necessary actions at a glance. With a clear task list and a structured workflow, associates can efficiently resolve issues while keeping the checkout process moving smoothly.

Field Ops

Community inspectors rely on FieldOps to report CCR violations, but the outdated experience made their jobs unnecessarily difficult. The UI was clunky, workflows required pointless clicks, and many pages provided little value, resulting in inefficiencies and poor user feedback.

How might we redesign the experience to simplify navigation, reduce friction, and equip inspectors with the tools they needed to complete their tasks quickly and effectively

experience goals

Eliminating workflow inefficiencies

The existing process required inspectors to navigate multiple screens just to complete a single violation report, leading to wasted time and frustration.

Aligning with Modern UI/UX Principles

FieldOps had an outdated interface that didn’t follow current UI/UX best practices, making it unintuitive and difficult to use.

building a scaleable foundation

While the initial focus was on CCR violation reporting, FieldOps needed a scalable foundation that could support future functionalities like work orders and service requests.

Solutions

We needed to streamline workflows, minimize clicks, and enable inspectors to take action with fewer steps. We modernized the design, ensuring it remained familiar to drive adoption. Our app also needed a flexible system architecture that met current needs while allowing for seamless expansion without disrupting workflows.

before

after

Although the login page was straightforward, the previous experience lacked essential features like ‘Forgot Email’ and ‘Forgot Password.’ This led to an increase in support calls and unnecessary steps for users attempting a basic action. The new design introduced these features, reducing friction and improving accessibility.

before

after

The legacy communities page only displayed community names, making identification difficult for inspectors. The redesigned experience surfaces key community details upfront, improving clarity. We also introduced filters, a favorites feature for inspectors managing multiple communities, and prominently featured the most critical action, ‘Start Inspection’, to streamline workflows.

before

after

In the legacy app, tapping into a community led to a full page with a single button, offering little value. The new experience enhances the ‘Community Details’ page by surfacing essential property information, improving usability. Additionally, this page was designed with scalability in mind, ensuring seamless integration of future features like Work Orders and Service Requests.

before

after

We explored innovative features such as route planning, estimated inspection completion times, and augmented reality inspections. While some tested better than others, they remain part of our long-term vision and are planned for future iterations. Above is an image of our MVP inspection view, showcasing enhancements driven by user feedback.

From Chaos to Clarity

Managing large-scale marketing events requires coordinating multiple teams, tracking complex pricing strategies, and ensuring seamless execution, often years in advance. The previous system lacked visibility, efficiency, and collaborative tools, forcing merchants to rely on manual workarounds that slowed down planning and increased the risk of errors.

How might we design a centralized platform that enables merchants to efficiently create, track, and manage event-driven marketing strategies at scale

user Challenges

Event planning with multiple stakeholders

Marketing events involve pricing teams, inventory managers, and regional merchants, all of whom need to collaborate effectively. Not having a shared system, often led to discrepancies in event execution, pricing inconsistencies, and missed sales opportunities

visibility and forecasting tools

Merchants needed the ability to plan holiday and promotional events years in advance while tracking pricing strategies and event goals. The existing system lacked the necessary forecasting tools and real-time insights, making long-term event planning inefficient and reactive rather than proactive.

time consuming and error prone processes

Manually managing event details, such as item selection, goal tracking, and pricing adjustments was tedious and prone to errors. Without bulk editing capabilities or automated workflows, merchants spent excessive time on administrative tasks instead of strategic decision-making.

Solutions

We designed Event Central to streamline complex event planning by organizing key information for multiple stakeholders, and surfacing relevant insights while maintaining full visibility across teams. This involved creating a structured overview of quarterly goals, accommodating diverse pricing structures, and allowing merchants to create flexible event groupings that aligned with their unique promotional plans.

Event management dashboard

The home screen serves as a central hub, displaying key insights into quarterly goals, challenges, and strategies alongside active and upcoming events. Given its complexity, it was designed to present critical information in a structured, easily digestible way, ensuring users can quickly assess progress and make informed decisions.

visibility across teams

With multiple stakeholders using Event Central, we needed to present information in a way that was relevant to each user while maintaining visibility across teams. By structuring tables by function and prioritizing key data within each section, we ensured that users could quickly access the information they needed while also understanding the broader context of the event planning process.

ensuring flexibility

Within each event, certain items required unique pricing structures or marketing strategies. To accommodate this, we created a way for merchants to build events with nested groups, allowing for greater flexibility in planning and execution while ensuring alignment with distinct promotional strategies.

Powering Performance

Store managers needed a clear, data-driven way to understand how their club performed in comparison to similar locations, but existing reporting tools lacked actionable insights. Without a structured plan, managers struggled to track progress, engage associates, and make meaningful improvements.

How might we design a solution that surfaces relevant performance data and provides a structured, ongoing plan that encourages daily engagement and team collaboration to drive measurable results

user Challenges

Making data meaningful and actionable

Managers had access to raw performance metrics, but the data lacked context, making it difficult to identify key areas for improvement.

Driving continuous engagement

Simply showing store managers their performance wasn’t enough—we needed to create an experience that motivated them to return daily.

Communication between Managers and Associates

Performance improvements required teamwork, yet there was no structured way for associates to report back on progress.

Solutions

We needed to transform complex analytics into specific, digestible insights that could be immediately acted upon. Creating a solution that provided clear next steps, progress tracking, and incentives to keep managers engaged and committed to improvement was essential.

1. awareness

This view provides managers with a snapshot of their club’s performance from the previous day. To drive engagement, we surfaced targeted insights beneath underperforming metrics, sparking curiosity and encouraging action.

2. performance details

Tapping into an insight revealed a deeper breakdown of metric performance, along with potential gains that could be achieved by improving key areas, helping managers understand where to focus their efforts.

3. Improvement challenge

The performance improvement plan view outlined key details such as who should be involved, the plan duration, and the ultimate goal, providing managers with a structured roadmap for success.

3a. improvement challenge cont.

With club managers being naturally competitive, we leveraged performance comparisons across locations to fuel motivation. Additionally, we introduced gamification elements, including the opportunity to earn rewards for improvement.

4. challenge in progress

Once a challenge was activated, managers and associates received daily tasks to complete. To maintain momentum, we included motivational prompts like ‘You’re almost there, keep going!’ when they were close to finishing their daily goals.

5. finished daily challenge

To reinforce progress, we celebrated task completion and encouraged managers to return the next day for their next set of actions. We also surfaced upcoming tasks on the home page to increase engagement and keep improvement top-of-mind.

Simplifying Financial Workflows

Managing Accounts Receivable (AR) and Accounts Payable (AP) should be seamless, but the existing experience is fragmented across multiple pages, forcing users to navigate inefficient workflows just to complete basic tasks.

How might we create a unified, intuitive experience that consolidates these workflows into a single-page solution (relatively), reducing confusion and saving users time

user Challenges

Fragmented User Journeys and Workflow Inefficiencies

With AR and AP spread across multiple pages, users wasted time searching for the right place to take action.

Lack of Consistency in UI & Interaction Patterns

The outdated UI and inconsistent interaction patterns made it difficult for accountants to quickly understand and complete tasks.

Balancing Consolidation with Functionality

While simplifying the experience, it was critical to ensure that accountants still had access to all the necessary details and actions. A challenge was to prioritize key functionalities while maintaining a clean, clutter-free interface that improved usability without sacrificing essential features.

Solutions

The experience needed to be restructured into a logical, consolidated workflow to eliminate unnecessary steps and improve efficiency. I aimed to create a standardized interface to improve usability, reduce errors, and create a more predictable experience across both workflows.

Accounts Payable before

The legacy Accounts Payable experience was fragmented across multiple pages, each hiding critical information and actions behind inconsistent, off-brand buttons. This disjointed structure led to inefficiencies, forcing users to dig for essential details instead of seamlessly completing their workflows.

Accounts payable after

The new experience consolidates all pages into a single, unified interface, surfacing key information that was previously hidden. An exposed actions menu on the right allows users to quickly take action without unnecessary navigation, streamlining efficiency and reducing cognitive load.

accounts receivable before

Like Accounts Payable, the legacy AR experience was disjointed and lacked a clear workflow. Pages functioned as dead ends rather than guiding users toward meaningful actions, often requiring extra clicks to access critical information. This inefficiency slowed users down and disrupted their workflow.

accounts receivable after

To ensure consistency across AR and AP, I designed a standardized interface that improved usability and established a familiar structure. This created a more predictable experience, reducing friction and making it easier for users to navigate between workflows seamlessly.

My club

Store associates needed a single, reliable place to track their daily tasks, upcoming events, schedules, and key insights without feeling overwhelmed by excessive or irrelevant information.

How might we design a streamlined, role-specific experience that surfaces the right information at the right time, ensuring associates stayed informed, focused, and ready for the day ahead

user Challenges

Balancing information density with clarity

With so many moving parts in the store, associates needed access to critical updates, but too much information risked overwhelming them.

experience personalization

Not all associates needed to see the same information. Cashiers, stockers, and managers had different priorities. We needed to create a tailored experience that ensured each associate only saw what was relevant to them, reducing distractions and improving efficiency.

Seamless integration with other apps

My Club needed to connect seamlessly with other tools, such as our Backroom, and Bakery apps, while maintaining a unified and intuitive experience.

Solutions

We prioritized and presented information in a way that was digestible, relevant, and easy to act on. We integrated insights, widgets with important information from other apps, and task management into a cohesive system without distracting associates.

Home

The home page prioritized tasks, surfacing urgent actions that required immediate attention while highlighting lower-priority items to monitor throughout the day. This structure helped associates efficiently manage their workload and stay focused on what mattered most.

Metrics

To support Managers and Team Leads in tracking performance, we designed a personalized view that surfaced key metrics relevant to their teams, ensuring they had the insights needed to direct their teams.

Global navigation

With multiple apps powering daily workflows, users struggle to efficiently navigate between tools and locate critical information. A disconnected experience led to wasted time, frustration, and inefficiencies.

How might we design a unified navigation system that seamlessly connects apps, provides role-based search, and fits within our existing design language to ensure a connected experience

user Challenges

inconsistencies in navigation

Each app had its own structure and priorities, making it difficult to establish a single, universal navigation that worked across platforms. The design had to be flexible enough to integrate into multiple applications while maintaining a consistent look and feel.

finding relevant information

With information spread across multiple apps, users struggled to find relevant data quickly. A simple keyword search wasn’t enough, search needed to be intelligent, context-aware, and actionable.

Lack of personalization

A one-size-fits-all navigation experience wouldn’t work. Merchants, marketers, and other teams each had distinct workflows and priorities. We needed to personalize navigation and search results so each user saw content relevant to their role, while not hiding information that may be needed at some point - ensuring cross-functional visibility when needed.

Solutions

Our solution was to design 1. A search that could surface the most relevant results, prioritize frequently accessed content, and allow for intuitive filtering without overwhelming the user, and 2. A flexible yet unified solution that could be integrated across applications, prioritizing consistency with the broader design system.

Global search domains

Our MVP search experience integrated items, people, and applications, ensuring users could quickly find the most sought after categories. We collaborated closely with source app teams to surface results with meaningful metadata, and to improve sorting relevance, making search more intuitive and actionable.

application directory

To determine the most effective way to categorize and organize apps, we conducted card sorting exercises. The results varied significantly across teams and roles, reinforcing the need for a personalized navigation experience that adapts to each user’s workflow.

future iterations

Future iterations of Global Nav could expand to include tasks and notifications, streamlining how users manage their workload. This low-fidelity concept explores a way to surface tasks clearly, allowing users to quickly digest information and take action without disrupting their workflow.

Transforming Item Management

Merchants rely on accurate item location and fulfillment data to ensure seamless operations. However, the previous system was slow, manual, and lacked bulk-editing capabilities, leading to inefficiencies, errors, and frustration.

How might we design an intuitive, time-saving solution that simplifies item maintenance, improves accuracy, and scales for future needs

user Challenges

Manual Processes

Updating item statuses, stock dates, and fulfillment locations required tedious, one-by-one edits, significantly slowing down workflows and increasing the risk of errors.

Lack of bulk editing

Merchants often needed to update multiple items at once, especially for seasonal inventory, but the system did not support bulk edits, forcing users to spend hours on repetitive tasks.

Data inconsistencies

Without a centralized and efficient way to manage item fulfillment, merchants struggled to align stock availability across locations, leading to miscommunications, and operational inefficiencies.

Solutions

I designed a simple, but innovative solution to address merchants’ key challenges, introducing bulk edits, error resolution, and workflow simplification in a single, cohesive experience. This redesign saves the merchant team thousands of hours annually, allowing them to focus on other high-value tasks.

item management dashboard

The home screen provides merchants with a streamlined overview of completed, in-progress, and error-flagged reports, enabling quick action and efficient resolution

bulk-capabilities

To solve for bulk edits, we gave users the ability to enter multiple items and locations, this allows them to process up to 500,000 items at once. They can also upload reports to make their lives even easier

preventing errors

After submitting item updates, merchants receive a detailed report confirming their entries and highlighting any errors, ensuring accuracy and quick resolution

bringing ask sam into the future

Ask Sam, the AI-powered chatbot for store associates, was a valuable tool but needed a refresh to align with the latest design system. While the experience wasn’t broken, there were opportunities to enhance workflows, improve data representation, and create a more seamless, interaction model.

How might we modernize the interface while refining key touch points to ensure associates could quickly get the answers they needed with minimal friction

Experience goals

Align Ask sam with the Latest Design System

The existing interface was outdated and inconsistent with other internal tools.

Improve Workflow Efficiency

While Ask Sam provided valuable responses, some workflows required too many steps to retrieve the right information.

Enhance Data Representation

Some responses in Ask Sam lacked visual clarity, making it harder for associates to quickly interpret data.

Solutions

The Ask Sam redesign focused on modernizing the experience while improving workflow efficiency and data clarity. We streamlined interactions to minimize unnecessary steps, making it easier for associates to find answers quickly. The updated design aligned with the latest design system, ensuring consistency across the AI’s many capabilities while maintaining a scalable framework for future enhancements.

before

after

The previous product details page had a confusing layout that made it difficult for associates to find key information quickly. We modernized the structure to surface critical details upfront, ensuring a clearer, more intuitive experience that allowed associates to interpret information at a glance.

before

after

We enhanced the chatbot’s response hierarchy to improve readability, ensuring that AI-generated answers were visually prioritized over user questions. This subtle yet effective change helped associates quickly scan for key information without unnecessary backtracking.

before

after

We modernized the chat experience with a scalable design system that supported the AI’s wide range of capabilities. Whether associates were searching for recipes, reviewing scheduling, or retrieving club information, the interface remained consistent, familiar, and easy to scan, ensuring that key insights were surfaced seamlessly across all interactions.

Problem statement

We believe that trade seekers have a problem understanding the value of training options available to them.   

We believe we can help them by providing a portal to connect them with the appropriate vocational training and funding. We’ll know we have achieved success when we have reduced the barriers to skills-based careers.

Objectives and goals

Through close collaboration with key stakeholders, including the CEO and executive leadership team, we identified these strategic objectives. These goals were shaped by a deep understanding of both business priorities and user needs, ensuring a forward-thinking approach to innovation and growth.

Expand Meritize’s market opportunity by branching into the beginning stages of a trade seekers journey into finding a career
Strengthen Meritize’s partnerships with school partners by driving more students to enroll in programs
Enable Meritize to become a market leader by being first to market

Our process

I follow a structured approach: Discover user needs, Define key challenges, Ideate creative solutions, and Design intuitive experiences. This ensures every solution is strategic, user-centered, and impactful.

Discover

Define

Ideate

Design

business challenges

Building trust

Many homeowners are hesitant to adopt online payments due to security concerns and unfamiliarity. Overcoming this requires clear communication, reassurance, and a seamless payment experience that instills confidence.

Promoting payments

Even with a strong digital payment system, adoption depends on property management companies actively promoting it to homeowners. Educating them on the benefits and simplifying onboarding can drive engagement

Outdated infrastructure

Many homeowners still use legacy platforms that lack modern payment features, yet these systems handle a significant share of transactions. Finding solutions that bridge the gap between innovation and compatibility is crucial for long-term success.

business challenges

High Audit Volume

On average, associates perform 2,106 receipt audits daily per club. Last year, associates found a total of 77 million dollars worth of unpaid items.

a lasting impression

The exit serves as the final impression of shopping at Sam’s Club, and negative interactions contribute significantly to a negative brand perception.

cost vs. innovation

Costs of cameras and RFID technologies could be a blocker for a full chain roll out.

Business opportunity

→ Meritize is a private student lending company who partners with schools to help students secure financing before their program start date. While this model has proven successful, we identified an opportunity to expand our offerings by supporting prospective students in researching careers and programs before they apply.

→ Meritize also plans to partner with employers to offer pre-hiring or apprenticeship pathways that tie directly into career paths and training programs. This offers skill seekers a clear connection between education and employment, reducing uncertainty about job opportunities after graduation.

Discovery

Learning more about the challenges skill seekers face when researching careers, programs, and funding

So, what's the big deal?

Here is what we learned about the challenges and roadblocks skill seekers face when considering going back to school

40% of skill seekers said they would only consider programs within a 25-mile radius of their homes due to transportation limitations and family obligations
‍

"I need a program close to home because I can’t spend hours commuting. My family depends on me being nearby

80% of skill seekers stated that cost was the primary barrier to pursuing further education
‍

"I want to go back to school, but I can't afford to take on a lot of debt. I'm already helping my parents with bills, so money is tight

72% of skill seekers emphasized the importance of program flexibility due to other obligations
‍

"I work part-time and help out at home, so a flexible schedule is the only way I can handle school and life at the same time

Branding and design that drives results

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Meet Derek

Derek has been out of high school for a few years now. He decided to put college on hold because his parents need his help around the house, but he’s ready to start looking into trades. He wants to kickstart his life, and loves cars, but doesn’t know where to start.

Motivators, Wants, & Needs

Derek is determined to one day own a home of his own. He wants to turn his hobby of working on cars into a career so he can enjoy what he does. All he needs is an affordable and flexible way to get necessary skills to become a mechanic.

Pain Points

Derek stresses about cost of education, location, and schedule. He needs to stay close to home because he helps his parents pay bills, and struggles with balancing his situation at home and his goals

“No one's got time or money for college"

experience audit

We took a look at the current experience and outlined which persona would benefit most from our solution. We needed to look at this through the lens of an associate, and a member to create the right experience

Store layout

A single failed item scan can disrupt the entire exit flow, causing delays for every member in line. With only one designated exit point, all shoppers must funnel through the same space, increasing congestion. When faced with an unpaid item, many members choose to abandon it rather than re-enter the checkout process, leading to a loss in sales.

Understaffed position

Exit lines tend to back up when only one associate is on duty, and while having two is ideal, even that is sometimes insufficient during peak hours. When lines grow, solo associates often call for backup, but response times are slow, leaving them overwhelmed and further delaying the checkout process.

Long lines

Our testing revealed a significant gap between perception and reality. While the average wait time was a little under two minutes, members felt it lasted six to eight minutes. To improve the experience, we explored concepts like in-line entertainment, such as TVs, to reduce perceived wait times. Long lines also introduced safety concerns, as tensions between members and staff occasionally escalated into unsafe situations.

Member experience

The current exit experience is frustrating, time-consuming, and often leaves members feeling uneasy. Many question why they must undergo a receipt audit after already having their items scanned by an associate. Especially because If an item is accidentally left unpaid, members are forced to walk back through the store to checkout, a process that can feel embarrassing and disruptive to their shopping experience.

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a quick and efficient shopper

I am employed full-time and own a small business. I am a Plus Member and shop at Sam's Club about once a week for personal and family & business needs. I have used all types of checkout methods at the club, but prefer to use Scan & Go because it allows me to skip the checkout line and makes me feel most efficient.

needs and behaviors

I need a more efficient and faster checkout and exit experience at Sam's. I want to get out of the store as fast as possible so there's no need for any human interaction, especially when I am listening to my podcast and am ready to leave.

Pain Points

If an item cannot be scanned in the app, I set it aside, but if I want to purchase it, I have to go to through a long checkout line. Additionally, I often have to wait in a long exit line to leave, even after I used Scan n Go to try to get in and out quickly.

"Whenever I run errands, whether it's for my business or family, I want to get in and out as quickly as possible."

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Meet Susan

Susan is a middle aged, suburban homeowner. She values time with her grandkids and enjoys scrolling on Facebook to keep up with family and friends.

Behaviors

Susan only logs into the HOA website when prompted by emails or notices. She prefers engaging in community discussions through Facebook groups as she see's the HOA website as strictly informational.

Pain Points

Susan finds online payment systems confusing and dislikes repeatedly entering her payment information. She is hesitant to trust unfamiliar digital platforms, making convenience and security key factors in her payment decisions.

"Honestly, I’m just not tech savvy enough to go through an online payments process. It’s too tricky and risky with all of the scams in the world."

problem prioritization

What we concluded

Our insights revealed the need for a structured, accessible path that empowers them to take the next step with confidence.

LENGTH

Skill seekers need to know how long, how much, and how far a program is to help them determine if it is right for them

FUNDING

Skill seekers need to know how long, how much, and how far a program is to help them determine if it is right for them

VISION

Skill seekers need to know how long, how much, and how far a program is to help them determine if it is right for them

Our first iteration

The first iteration, aiming to address barriers while empowering skill seekers to take their next step confidently

concept 1: Numbering shopping carts

Feature One

The user interface of Elements_Efi has been designed with simplicity and ease of use in mind, leveraging cutting-edge technologies to provide a seamless experience for customers.

Feature Two

The incorporation of state-of-the-art technology in Elements_Efi has allowed for a level of precision and accuracy that was previously unattainable, making it an invaluable tool for professionals and hobbyists alike.

concept 2:

Feature One

The user interface of Elements_Efi has been designed with simplicity and ease of use in mind, leveraging cutting-edge technologies to provide a seamless experience for customers.

Feature Two

Feature Three

The sleek and modern design of Elements_Efi was created with the intent of attracting and engaging customers who value both form and function in their technological products.

Landing Page

Participants we interviewed resonated with the tag line “Find & Fund Your Dream”, but they were confused on the process and how to get started. Though we had a “How this works” button - it was often overlooked.

Finding a Program

Our initial concepts included key program information like tuition cost, length, location, and earning potential for that career. We heard this was helpful, but skill seekers were confused about what images we would show and mentioned they would rather see the schools name and industry.

Program Details

This page focuses on providing a secondary list of key information to skill seekers. We described the program, job placement rate, and related jobs to show career options for when they graduate. The apply for funding button was helpful, but our research showed skill seekers were hesitant to press it because they didn’t know what would happen and were worried about their credit being impacted.

What we learned

While skill seekers found the tool valuable, they needed clearer guidance throughout their journey, from discovering programs to securing funding. Not having the right information made decision-making harder, and we learned that direct school contact was often a necessary first step before financial commitment. These insights shaped how we refined the experience for clarity and usability.

HELPFUL BUT CONFUSING

We received very positive feedback on how helpful this tool would be, but learned we needed to provide more context in the process of finding and funding programs they were interested in

INFORMATION LAYOUT

Though the program cards held key information for participants, we heard the card layout was overwhelming and made it hard to decide which they wanted to dive deeper into.

NEEDING A CONVERSATION

Most skill seekers said once they found a program they were interested in, their next step would likely be to contact the school, not apply for funding immediately. They mentioned needing to speak to someone before making such a big decision.

Product evolution

Building on our research, we refined the experience to reduce confusion and increase confidence

Reduced confusion

By adding more information about the process upfront, we reduced confusion and gave skill seekers more confidence in knowing they can explore programs and get pre-approved for funding without impacting their credit scores

Helpful additions

The addition of a map proved to be essential for skill seekers. They mentioned how helpful it was to be able to visualize where programs were in relation to their current location. They mentioned an enhancement could be route navigation to help them plan their trips from home and their jobs.

Human connection

We asked students what kinds of questions they would have for schools that prompted them to want to contact them before applying. They mentioned wanting to know if a program was accredited and what specific certification they would earn. Though we added these data points, they mentioned still wanting to talk to someone so they could have a point of contact as they were going through the process.

Microservice home

Streamlined decision making

We preselected their primary payment method to reduce manual entry and selection. Previously, users had to always select the payment method they want to use or enter a new one

Providing confidence

We added a secure payment content line underneath the pay button to ensure home owners feel confident that their online payment is secure

Flexible payments

Everyones financial situation is different. We added a field for home owners to enter how much they want to pay, allowing a more flexible payments experience.

Autopay benefits

We outlined the benefits of AutoPay to inform home owners of what they could look forward to after enrolling. This was placed above the fold to ensure home owners would always see it when making a payment.

Redesigned email notifications

Improved messaging

Clearer charge details so homeowners know what they were charged for. Previously, these were codes that only a property management company would understand

Outlined autopay benefits

Autopay details and benefits provided in the email to reinforce how home owners will benefit from autopay

Reducing spam

Previously homeowners didn’t know the email was coming from their HOA and often overlooked it as spam

Quicker workflow

An action to take home owners straight from their email to the payments service. The previous email did not provide a link

Other screens

LOGIN

To further enhance the payments experience, we added the capability to make a payment without logging in. This would provide very limited information, but allowed family or friends to make payments on behalf of home owners.

MANAGING PAYMENT METHODS

We transformed the way home owners managed their payment methods by providing information about expired cards, and even how much the transaction fee would be for each, enhancing clarity and helping owners make informed decisions.

DECLINED PAYMENT

Having a payment method decline is never a good feeling, but we wanted to make resolving this as easy as possible. When a payment declined, we expanded the card information so home owners could double check the details, and showed other payment methods at the bottom for easy selection

HOME PAGE (Tablet)

For home owners using a tablet (about 30%), we used the additional screen real estate to pull managing payment methods into the home screen. We still pre-selected their primary method, but this made it easier for home owners who wanted to use a different one.

HOME PAGE (Desktop)

Home owners logging in on their computer (about 16%) were given an all-in-one experience. This gave them the ability to manage payment methods, enroll in autopay, and see their bill summary in one, consolidated view.

What the arches see

We implemented AI, Machine Learning, and Camera Vision to streamline the exit process, creating a smoother experience for verifying member receipts.

Capturing Baskets in Motion

Cameras actively capture real-time images of shopping baskets as they move through the exit, ensuring seamless item verification without disrupting the member experience. This system enhances accuracy, reduces friction at checkout, and helps create a more efficient, automated validation process.

Smart Recognition

Next, computer vision recognizes and identifies items in the basket with precision, ensuring seamless verification without manual intervention. This system enhances accuracy, reduces friction at checkout, and helps create a more efficient, automated validation process.

AI-Powered Receipt Matching

Then, Ai intelligently matches the scanned basket to the corresponding receipt, ensuring every item is accounted for with speed and precision. This seamless process eliminates the need for manual checks, allowing members to exit faster while maintaining accuracy and security.

Detecting Discrepancies

Lastly, machine learning detects discrepancies by identifying items in the basket that are missing from the receipt. If a potential missed item is found, the system alerts associates when they scan the receipt, allowing them to quickly verify and resolve any issues before the member exits.

Landing Page V2

This page focused on providing the secondary list of key information to skill seekers. We gave a description of the program, job placement rate, and related jobs to show career options for when they graduate. The apply for funding button was helpful, but our research showed skill seekers were hesitant to press the button because they didn’t know what would happen and were worried about their credit being impacted.

Finding a Program V2

Program Details V2

Based on our findings from the initial explorations, skill seekers were more likely to contact a program before exploring funding options. As a result, we prioritized program inquiries as the primary action while still providing accessible funding information for those ready to take the next step. To move forward with this approach, we conducted a stakeholder presentation highlighting user feedback, school partner research, and enrollment data to demonstrate how this approach aligned with business objectives.

What associates see

Camera vision informs associates of good baskets vs. ones that need extra verification

Confidence-Based Flagging

When camera vision lacked confidence in its results, it automatically flagged the basket for review, ensuring accuracy before members exited

easy Basket Verification

Associates could quickly identify which baskets required additional review, streamlining the verification process without disrupting the flow

Associates verify from within the app instead of scanning the receipt - saving time and effort

Faster Issue Resolution with Visual Context

Associates found it essential to see item-level camera results, allowing them to determine potential issues at a glance

Clear Next Steps for Associates

We provided associates with scenario-based actions, making it simple to identify what to do next in the most common situations

If the items are not on the receipt, associates should confirm whether the member will purchase them or not

Missed Items, Clearly Identified

During an audit, associates could now easily see which items were flagged as potentially missed, reducing guesswork and errors.

Eliminating Extra Scans

Previously, associates had to scan the receipt and manually verify 3-5 items from the basket. Now, the system identifies potential missed items, reducing unnecessary steps.

Outcomes

increase in inquiries and a 15% increase in related program enrollments over six months with schools that we partnered with

of prospective skill seekers said they were more likely to apply for a program after using Meritize’s tools to match their interests and financial options

of skill seekers who accessed career exploration tools spent over 5 minutes interacting with resources like career pathway guides, and success stories, indicating strong interest in understanding trade options and opportunities

Where we go from here

With a strong foundation in place, our next steps focused on expanding personalization, unlocking new business opportunities, and increasing accessibility through financial incentives

Experience Personalization
‍By personalizing the experience with features like program saving, messaging, and application tracking, we can consolidate the user journey while exploring new revenue opportunities through sponsored programs.
‍
Business Opportunities
‍Additional revenue opportunities were surfaced during our explorations. Surfacing programs first through paid sponsorships and using performance data from our platform could lead to other sources of revenue and more partnerships for the business.
‍
Merit-Scholarships
‍With the success of our platform, we have identified an opportunity to offer small scholarships or financial incentives for users who choose to enroll through Meritize-sponsored programs. This would lower financial barriers and build goodwill with prospective students while driving application volume.

Thank you for reading

Check out my other projects!

Problem statement

Objectives and goals

Expand Meritize’s market opportunity by branching into the beginning stages of a trade seekers journey into finding a career
Strengthen Meritize’s partnerships with school partners by driving more students to enroll in programs
Enable Meritize to become a market leader by being first to market

Our process

Great design starts with great process. These steps ensure every solution is intentional, strategic, and built to create meaningful impact.

Discover

Define

Ideate

Design

business challenges

building trust

promoting payments

outdated infrastructure

business challenges

High audit volume

On average, associates perform 2,106 receipt audits daily per club. Last year, associates found a total of 77 million dollars worth of unpaid items.

Lasting impression

The exit serves as the final impression of shopping at Sam’s Club, and negative interactions contribute significantly to a negative brand perception.

Cost vs. innovation

Costs of cameras and RFID technologies could be a blocker for a full chain roll out.

Business opportunity

Discovery

Learning more about the challenges skill seekers face when researching careers, programs, and funding

So, what's the big deal?

Here is what we learned about the challenges and roadblocks skill seekers face when considering going back to school

40% of skill seekers said they would only consider programs within a 25-mile radius of their homes due to transportation limitations and family obligations
‍

"I need a program close to home because I can’t spend hours commuting. My family depends on me being nearby

80% of skill seekers stated that cost was the primary barrier to pursuing further education
‍

"I want to go back to school, but I can't afford to take on a lot of debt. I'm already helping my parents with bills, so money is tight

72% of skill seekers emphasized the importance of program flexibility due to other obligations
‍

"I work part-time and help out at home, so a flexible schedule is the only way I can handle school and life at the same time

Branding and design that drives results

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Morbi dapibus sem a sem viverra ultricies.

Let’s make your place better

Lorem ipsum dolor sit amet ut eget interdum metus. Aenean eu quam enim.

Stand out brands we craft captivate

Lorem ipsum dolor sit amet, consectetur adipiscingies. bibendum ex eu lacus hendrerit,

Branding and design that drives results

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Morbi dapibus sem a sem viverra ultricies.

Let’s make your place better

Lorem ipsum dolor sit amet ut eget interdum metus. Aenean eu quam enim.

Stand out brands we craft captivate

Lorem ipsum dolor sit amet, consectetur adipiscingies. bibendum ex eu lacus hendrerit,

Meet Derek

Motivators, Wants, & Needs

Pain Points

Derek stresses about cost of education, location, and schedule. He needs to stay close to home because he helps his parents pay bills, and struggles with balancing his situation at home and his goals

“No one's got time or money for college"

experience audit

Store layout

Understaffed position

Long lines

Member experience

Branding and design that drives results

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Morbi dapibus sem a sem viverra ultricies.

Let’s make your place better

Lorem ipsum dolor sit amet ut eget interdum metus. Aenean eu quam enim.

Stand out brands we craft captivate

Lorem ipsum dolor sit amet, consectetur adipiscingies. bibendum ex eu lacus hendrerit,

Branding and design that drives results

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Morbi dapibus sem a sem viverra ultricies.

Let’s make your place better

Lorem ipsum dolor sit amet ut eget interdum metus. Aenean eu quam enim.

Stand out brands we craft captivate

Lorem ipsum dolor sit amet, consectetur adipiscingies. bibendum ex eu lacus hendrerit,

a quick and efficient shopper

Needs and behaviors

Pain points

"Whenever I run errands, whether it's for my business or family, I want to get in and out as quickly as possible."

Branding and design that drives results

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Morbi dapibus sem a sem viverra ultricies.

Let’s make your place better

Lorem ipsum dolor sit amet ut eget interdum metus. Aenean eu quam enim.

Stand out brands we craft captivate

Lorem ipsum dolor sit amet, consectetur adipiscingies. bibendum ex eu lacus hendrerit,

Branding and design that drives results

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Morbi dapibus sem a sem viverra ultricies.

Let’s make your place better

Lorem ipsum dolor sit amet ut eget interdum metus. Aenean eu quam enim.

Stand out brands we craft captivate

Lorem ipsum dolor sit amet, consectetur adipiscingies. bibendum ex eu lacus hendrerit,

Meet Susan

Susan is a middle aged, suburban homeowner. She values time with her grandkids and enjoys scrolling on Facebook to keep up with family and friends.

Behaviors

Susan only logs into the HOA website when prompted by emails or notices. She prefers engaging in community discussions through Facebook groups as she see's the HOA website as strictly informational.

Pain Points

"Honestly, I’m just not tech savvy enough to go through an online payments process. It’s too tricky and risky with all of the scams in the world."

problem prioritization

What we concluded

Our insights revealed the need for a structured, accessible path that empowers them to take the next step with confidence.

LENGTH

Skill seekers need to know how long, how much, and how far a program is to help them determine if it is right for them

FUNDING

Skill seekers need to know how long, how much, and how far a program is to help them determine if it is right for them

VISION

Skill seekers need to know how long, how much, and how far a program is to help them determine if it is right for them

Our first iteration

The first iteration, aiming to address barriers while empowering skill seekers to take their next step confidently

concept 1: Numbering shopping carts

Numbered carts for faster verification

Our initial concept explored numbering shopping carts to help associates quickly match members with their baskets. While this approach aimed to streamline the process, concerns arose around long-term durability, cost for chain rollout, and the potential for wear and tear over time.

Aligning members to baskets

To accompany the physical numbers, we explored a UI that provides exit associates with a clear view of basket statuses. This would allow them to instantly identify which member / cart combo are cleared for exit and which require additional verification.

concept 2: smart arches

Seamless basket scanning

As members walk through the smart arch, their basket is automatically scanned using computer vision. This would eliminate the need for manual checks which would reduce wait times.

Receipt verification

After going through the arches, members present either a digital or physical receipt to the exit associate. This created a quick, reliable way to confirm purchases while maintaining a consistent experience for traditional receipts.

Smarter receipt validation

Upon scanning the receipt, associates gain instant visibility into basket verification results. This UI would need to highlight any discrepancies, provide clear next steps, and ensure a smooth interaction between associates and members.

Landing Page

Finding a Program

Program Details

What we learned

HELPFUL BUT CONFUSING

We received very positive feedback on how helpful this tool would be, but learned we needed to provide more context in the process of finding and funding programs they were interested in

INFORMATION LAYOUT

Though the program cards held key information for participants, we heard the card layout was overwhelming and made it hard to decide which they wanted to dive deeper into.

NEEDING A CONVERSATION

Product evolution

Building on our research, we refined the experience to reduce confusion and increase confidence

Reduced confusion

By adding more information about the process upfront, we reduced confusion and gave skill seekers more confidence in knowing they can explore programs and get pre-approved for funding without impacting their credit scores

Helpful additions

The addition of a map proved to be essential for skill seekers. They mentioned how helpful it was to be able to visualize where programs were in relation to their current location. They mentioned an enhancement could be route navigation to help them plan their trips from home and their jobs.

Human connection

We asked students what kinds of questions they would have for schools that prompted them to want to contact them before applying. They mentioned wanting to know if a program was accredited and what specific certification they would earn. Though we added these data points, they mentioned still wanting to talk to someone so they could have a point of contact as they were going through the process.

Microservice home

Streamlined decision making

We preselected their primary payment method to reduce manual entry and selection. Previously, users had to always select the payment method they want to use or enter a new one

providing confidence

We added a secure payment content line underneath the pay button to ensure home owners feel confident that their online payment is secure

Flexible payments

Everyones financial situation is different. We added a field for home owners to enter how much they want to pay, allowing a more flexible payments experience.

autopay benefits

Redesigned email notifications

Improved messaging

Clearer charge details so homeowners know what they were charged for. Previously, these were codes that only a property management company would understand

outlined autopay benefits

AutoPay details and benefits provided in the email to reinforce how home owners will benefit from autopay

reducing spam

Previously homeowners didn’t know the email was coming from their HOA and often overlooked it as spam

quicker workflow

An action to take home owners straight from their email to the payments service. The previous email did not provide a link

Other screens

LOGIN

MANAGING PAYMENT METHODS

DECLINED PAYMENT

HOME PAGE (Tablet)

HOME PAGE (Desktop)

What the arches see

We implemented AI, Machine Learning, and Camera Vision to streamline the exit process, creating a smoother experience for verifying member receipts.

Capturing Baskets in Motion

Smart Recognition

AI-Powered Receipt Matching

Detecting Discrepancies

Landing Page V2

Finding a Program V2

Program Details V2

What associates see

Camera vision informs associates of good baskets vs. ones that need extra verification

Confidence-based flagging

When camera vision lacked confidence in its results, it automatically flagged the basket for review, ensuring accuracy before members exited

Easy basket verification

Associates could quickly identify which baskets required additional review, streamlining the verification process without disrupting the flow

Associates verify from within the app instead of scanning the receipt - saving time and effort

Faster issue resolution with visual context

Associates found it essential to see item-level camera results, allowing them to determine potential issues at a glance

Clear next steps for associates

We provided associates with scenario-based actions, making it simple to identify what to do next in the most common situations

If the items are not on the receipt, associates should confirm whether the member will purchase them or not

Missed items, clearly identified

During an audit, associates could now easily see which items were flagged as potentially missed, reducing guesswork and errors.

Eliminating Extra Scans

Previously, associates had to scan the receipt and manually verify 3-5 items from the basket. Now, the system identifies potential missed items, reducing unnecessary steps.

Outcomes

14%

increase in inquiries and a 15% increase in related program enrollments over six months with schools that we partnered with

29%

of prospective skill seekers said they were more likely to apply for a program after using Meritize’s tools to match their interests and financial options

23%

Where we go from here

With a strong foundation in place, our next steps focused on expanding personalization, unlocking new business opportunities, and increasing accessibility through financial incentives

Experience Personalization
‍By personalizing the experience with features like program saving, messaging, and application tracking, we can consolidate the user journey while exploring new revenue opportunities through sponsored programs.
‍
Business Opportunities
‍Additional revenue opportunities were surfaced during our explorations. Surfacing programs first through paid sponsorships and using performance data from our platform could lead to other sources of revenue and more partnerships for the business.
‍
Merit-Scholarships
‍With the success of our platform, we have identified an opportunity to offer small scholarships or financial incentives for users who choose to enroll through Meritize-sponsored programs. This would lower financial barriers and build goodwill with prospective students while driving application volume.

Thank you for reading!

Problem statement

Objectives and goals

Expand Meritize’s market opportunity by branching into the beginning stages of a trade seekers journey into finding a career
Strengthen Meritize’s partnerships with school partners by driving more students to enroll in programs
Enable Meritize to become a market leader by being first to market

Our process

Discover

Define

Ideate

Design

business challenges

building trust

promoting payments

outdated infrastructure

business challenges

High Audit Volume

On average, associates perform 2,106 receipt audits daily per club. Last year, associates found a total of 77 million dollars worth of unpaid items.

a lasting impression

The exit serves as the final impression of shopping at Sam’s Club, and negative interactions contribute significantly to a negative brand perception.

cost vs. innovation

Costs of cameras and RFID technologies could be a blocker for a full chain roll out.

Business opportunity

Discovery

Learning more about the challenges skill seekers face when researching careers, programs, and funding

So, what's the big deal?

Here is what we learned about the challenges and roadblocks skill seekers face when considering going back to school

40% of skill seekers said they would only consider programs within a 25-mile radius of their homes due to transportation limitations and family obligations
‍

"I need a program close to home because I can’t spend hours commuting. My family depends on me being nearby

80% of skill seekers stated that cost was the primary barrier to pursuing further education
‍

"I want to go back to school, but I can't afford to take on a lot of debt. I'm already helping my parents with bills, so money is tight

72% of skill seekers emphasized the importance of program flexibility due to other obligations
‍

"I work part-time and help out at home, so a flexible schedule is the only way I can handle school and life at the same time

Branding and design that drives results

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Morbi dapibus sem a sem viverra ultricies.

Let’s make your place better

Lorem ipsum dolor sit amet ut eget interdum metus. Aenean eu quam enim.

Stand out brands we craft captivate

Lorem ipsum dolor sit amet, consectetur adipiscingies. bibendum ex eu lacus hendrerit,

Branding and design that drives results

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Morbi dapibus sem a sem viverra ultricies.

Let’s make your place better

Lorem ipsum dolor sit amet ut eget interdum metus. Aenean eu quam enim.

Stand out brands we craft captivate

Lorem ipsum dolor sit amet, consectetur adipiscingies. bibendum ex eu lacus hendrerit,

Meet Derek

Motivators, Wants, & Needs

Pain Points

Derek stresses about cost of education, location, and schedule. He needs to stay close to home because he helps his parents pay bills, and struggles with balancing his situation at home and his goals

“No one's got time or money for college"

experience audit

Store layout

Understaffed position

Long lines

Member experience

Branding and design that drives results

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Morbi dapibus sem a sem viverra ultricies.

Let’s make your place better

Lorem ipsum dolor sit amet ut eget interdum metus. Aenean eu quam enim.

Stand out brands we craft captivate

Lorem ipsum dolor sit amet, consectetur adipiscingies. bibendum ex eu lacus hendrerit,

Branding and design that drives results

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Morbi dapibus sem a sem viverra ultricies.

Let’s make your place better

Lorem ipsum dolor sit amet ut eget interdum metus. Aenean eu quam enim.

Stand out brands we craft captivate

Lorem ipsum dolor sit amet, consectetur adipiscingies. bibendum ex eu lacus hendrerit,

a quick and efficient shopper

needs and behaviors

Pain Points

"Whenever I run errands, whether it's for my business or family, I want to get in and out as quickly as possible."

Branding and design that drives results

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Morbi dapibus sem a sem viverra ultricies.

Let’s make your place better

Lorem ipsum dolor sit amet ut eget interdum metus. Aenean eu quam enim.

Stand out brands we craft captivate

Lorem ipsum dolor sit amet, consectetur adipiscingies. bibendum ex eu lacus hendrerit,

Branding and design that drives results

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Morbi dapibus sem a sem viverra ultricies.

Let’s make your place better

Lorem ipsum dolor sit amet ut eget interdum metus. Aenean eu quam enim.

Stand out brands we craft captivate

Lorem ipsum dolor sit amet, consectetur adipiscingies. bibendum ex eu lacus hendrerit,

Meet Susan

Susan is a middle aged, suburban homeowner. She values time with her grandkids and enjoys scrolling on Facebook to keep up with family and friends.

Behaviors

Susan only logs into the HOA website when prompted by emails or notices. She prefers engaging in community discussions through Facebook groups as she see's the HOA website as strictly informational.

Pain Points

"Honestly, I’m just not tech savvy enough to go through an online payments process. It’s too tricky and risky with all of the scams in the world."

problem prioritization

What we concluded

Our insights revealed the need for a structured, accessible path that empowers them to take the next step with confidence.

LENGTH

Skill seekers need to know how long, how much, and how far a program is to help them determine if it is right for them

FUNDING

Skill seekers need to know how long, how much, and how far a program is to help them determine if it is right for them

VISION

Skill seekers need to know how long, how much, and how far a program is to help them determine if it is right for them

Our first iteration

The first iteration, aiming to address barriers while empowering skill seekers to take their next step confidently

concept 1: Numbering shopping carts

Feature One

The user interface of Elements_Efi has been designed with simplicity and ease of use in mind, leveraging cutting-edge technologies to provide a seamless experience for customers.

Feature Two

concept 2:

Feature One

The user interface of Elements_Efi has been designed with simplicity and ease of use in mind, leveraging cutting-edge technologies to provide a seamless experience for customers.

Feature Two

Feature Three

The sleek and modern design of Elements_Efi was created with the intent of attracting and engaging customers who value both form and function in their technological products.

Landing Page

Finding a Program

Program Details

What we learned

HELPFUL BUT CONFUSING

We received very positive feedback on how helpful this tool would be, but learned we needed to provide more context in the process of finding and funding programs they were interested in

INFORMATION LAYOUT

Though the program cards held key information for participants, we heard the card layout was overwhelming and made it hard to decide which they wanted to dive deeper into.

NEEDING A CONVERSATION

Product evolution

Building on our research, we refined the experience to reduce confusion and increase confidence

Reduced confusion

By adding more information about the process upfront, we reduced confusion and gave skill seekers more confidence in knowing they can explore programs and get pre-approved for funding without impacting their credit scores

Helpful additions

The addition of a map proved to be essential for skill seekers. They mentioned how helpful it was to be able to visualize where programs were in relation to their current location. They mentioned an enhancement could be route navigation to help them plan their trips from home and their jobs.

Human connection

We asked students what kinds of questions they would have for schools that prompted them to want to contact them before applying. They mentioned wanting to know if a program was accredited and what specific certification they would earn. Though we added these data points, they mentioned still wanting to talk to someone so they could have a point of contact as they were going through the process.

Microservice home

Streamlined decision making

We preselected their primary payment method to reduce manual entry and selection. Previously, users had to always select the payment method they want to use or enter a new one

providing confidence

We added a secure payment content line underneath the pay button to ensure home owners feel confident that their online payment is secure

Flexible payments

Everyones financial situation is different. We added a field for home owners to enter how much they want to pay, allowing a more flexible payments experience.

autopay benefits

Redesigned email notifications

Improved messaging

Clearer charge details so homeowners know what they were charged for. Previously, these were codes that only a property management company would understand

outlined autopay benefits

AutoPay details and benefits provided in the email to reinforce how home owners will benefit from autopay

reducing spam

Previously homeowners didn’t know the email was coming from their HOA and often overlooked it as spam

quicker workflow

An action to take home owners straight from their email to the payments service. The previous email did not provide a link

Other screens

LOGIN

MANAGING PAYMENT METHODS

DECLINED PAYMENT

HOME PAGE (Tablet)

HOME PAGE (Desktop)

What the arches see

We implemented AI, Machine Learning, and Camera Vision to streamline the exit process, creating a smoother experience for verifying member receipts.

Capturing Baskets in Motion

Smart Recognition

AI-Powered Receipt Matching

Detecting Discrepancies

Landing Page V2

Finding a Program V2

Program Details V2

What associates see

Camera vision informs associates of good baskets vs. ones that need extra verification

Confidence-Based Flagging

When camera vision lacked confidence in its results, it automatically flagged the basket for review, ensuring accuracy before members exited

easy Basket Verification

Associates could quickly identify which baskets required additional review, streamlining the verification process without disrupting the flow

Associates verify from within the app instead of scanning the receipt - saving time and effort

Faster Issue Resolution with Visual Context

Associates found it essential to see item-level camera results, allowing them to determine potential issues at a glance

Clear Next Steps for Associates

We provided associates with scenario-based actions, making it simple to identify what to do next in the most common situations

If the items are not on the receipt, associates should confirm whether the member will purchase them or not

Missed Items, Clearly Identified

During an audit, associates could now easily see which items were flagged as potentially missed, reducing guesswork and errors.

Eliminating Extra Scans

Previously, associates had to scan the receipt and manually verify 3-5 items from the basket. Now, the system identifies potential missed items, reducing unnecessary steps.

Outcomes

25%

increase in inquiries and a 15% increase in related program enrollments over six months with schools that we partnered with

40%

of prospective skill seekers said they were more likely to apply for a program after using Meritize’s tools to match their interests and financial options

70%

Where we go from here

With a strong foundation in place, our next steps focused on expanding personalization, unlocking new business opportunities, and increasing accessibility through financial incentives

Experience Personalization
‍By personalizing the experience with features like program saving, messaging, and application tracking, we can consolidate the user journey while exploring new revenue opportunities through sponsored programs.
‍
Business Opportunities
‍Additional revenue opportunities were surfaced during our explorations. Surfacing programs first through paid sponsorships and using performance data from our platform could lead to other sources of revenue and more partnerships for the business.
‍
Merit-Scholarships
‍With the success of our platform, we have identified an opportunity to offer small scholarships or financial incentives for users who choose to enroll through Meritize-sponsored programs. This would lower financial barriers and build goodwill with prospective students while driving application volume.

Thank you for reading

Check out my other projects!

Streamlining Payments

Project