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Self Checkout, Simplified

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


MacBook mockup
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.
MacBook mockup
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.
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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.
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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.
MacBook mockup
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.
MacBook mockup
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.
MacBook mockup
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.
MacBook mockup
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.
MacBook mockup
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

Members are fed up with long exit wait times and feel unfairly targeted during exit scans. This leads to frustration and a resulting low member NPS. At the same time, associates must juggle receipt validation, member concerns, and resolving discrepancies, all under pressure, making the process stressful for both sides.
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How might we create a seamless exit experience that reduces friction for members, minimizes stress for associates, and ensures accurate, efficient receipt validation, while maintaining trust and security

Objectives and goals

With long exit wait times frustrating members and creating stress for associates, we set clear goals to streamline the process and improve interactions. By tracking key metrics like wait times and member NPS, we ensured our solutions were both effective and measurable.

  • Decrease waiting times at the exit to enable a quicker departure from the store for members
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    Craft an intuitive user experience, enabling associates to assist members and foster good communication with them
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    Create a smooth and friendly interaction between members and associates to help reduce wait times
    ‍
    Reinforce our brand perception to increase member retention and satisfaction

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

Before settling on a solution, exploring multiple concepts with associates was essential. During the exploration, associates were encouraged to share additional ideas and experiences

So, what's the big deal?

Aiming to understand the current exit experience from the perspectives of associates and members in order to share concepts and gather feedback to develop the optimal solution.

Employee satisfaction survey shows high stress levels related to exit interactions.
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“Members get so upset at me, sometimes they’ll try to push me out of the way with the basket.”

Members reported feeling scrutinized or unfairly suspected during the exit process.
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“This process makes me feel uncomfortable and guilty to the point where I feel like a criminal even though it was just an honest mistake.”

Exit congestion data shows peak-hour wait times of 8 minutes, contributing to heightened employee stress.
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“I get so stressed at times - I just need a break. Down times are fine, but when it’s busy exit is a living h*ll.”
Marketing Image

Branding and design that drives results

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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.

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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.

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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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Stand out brands we craft captivate

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Branding and design that drives results

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Let’s make your place better

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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.

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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.

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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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Branding and design that drives results

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Let’s make your place better

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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

We had a problem - a few of them actually. We needed a way to reduce wait times, increase internal efficiency and accuracy, and enhance the way members and associates interacted.

01

Exit wait times

Members often experience frustration due to long lines at the exit, especially after using faster checkout methods like self checkout and Scan N Go

02

Efficiency and accuracy

Associates struggle with high audit volumes and time-consuming receipt scans, leading to bottlenecks

03

Associate and Members

Tense interactions arise when members feel scrutinized or inconvenienced during receipt checks

Our first iteration

We had an idea on how we could audit member baskets using cameras equipped with machine learning, but needed to figure out how to make the connection between members, the basket, and the associate

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

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.

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.

Optimizing arches for versatility

We focused on exploring and testing how the arches perform best for Computer Vision cameras and club layouts. Safety, scalability, and flexibility were key considerations.

Blending form and function

Enhancing the arches look and feel to align with other signage in Sam’s improved visual consistency. Also, by increasing the stability at the base of the arches, we ensured better protection against impacts from manual and motorized carts.

Reinforcing speed and stability

We updated the language to encourage members to enjoy a fast shopping and exit experience. Furthermore, we enhanced the stability by adding aluminum edge guards to protect against cart strikes and used injection molding to prevent color wear-off.

Defining the mvp

To ensure a scalable and effective solution, the MVP focused on flexibility in hardware setup, equipping associates with the right tools, and structuring the solution into two parts. This approach allowed for adaptability, streamlined workflows, and a foundation for future enhancements

A two part solution

Our solution needed to be divided into two steps. The first step was to identify the items in the members basket. Second, we needed to relay this information to exit associates. We found that the further the arches were from the exit, the more time associates had to confirm the information being sent.

The setup

The Arches provide customizable options for various layouts, enhancing adaptability to different spaces. They proved ideal for testing scenarios due to their versatile design. Durability proved to be important as well to account for accidents and bumps.

The associate app

We needed a way to communicate what the cameras on the arches were seeing to the associates as fast and effective as possible. We needed to help associates identify which cart belonged to who, and which ones needed extra verification.

Product evolution

Through this journey, we transformed key insights into action, leveraging research, testing, and iteration to design a truly frictionless exit experience

Frictionless exit

The new exit experience introduces a range of intelligent technologies that have streamlined the exit process. Members reported feeling more at ease during their exit, with fewer negative emotions tied to receipt checks

improved member interactions

By implementing this solution associates mentioned feeling less stress and pressure which increased job satisfaction. This allowed them to spend less time scanning receipts and items, and allowed for more focus on friendly interactions while ensuring accuracy for all purchases

Quicker error resolution

Using images generated by Computer Vision in the associate-facing Receipt Check app, the associates can quickly verify members' purchases and identify the items that may need additional auditing

Microservice home

iPhone mockup

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

iPhone mockup

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.
Dashboard mockup

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.

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
iPhone mockup

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
iPhone mockup

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.
iPhone mockup

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

Exit satisfaction (OSAT) improved by 14% compared to chain-wide benchmarks, reflecting a more seamless and enjoyable experience

Receipt audits are being completed 29% faster than chain-wide averages, reducing delays and improving efficiency at exit

Members spent 23% less time waiting at the exit, ensuring a quicker and frictionless departure from the club

Where we go from here

With a strong foundation in place, the next phase focuses on scaling the solution across all locations, ensuring associates are trained for a smooth rollout. Continuous monitoring of accuracy and system performance will help refine the experience, while exploring seamless repayment options for missed items will further enhance trust and convenience for members and associates

  • Enhanced Machine Learning

    ‍Though Machine Learning has played a key role in our experience, it still needs to be more accurate. Packaging changes and product variants have proven to be a challenge for this technology. We are looking into how we might implement RFID to assist the Machine Learning models. RFID would be a definitive way to tell if an item is in the basket, but this is an expensive solution.
    ‍

    Quicker Repayment

    ‍We are still tasked to solve what happens when a member has a failed audit. Today, they need to head back to the checkout line and start over again if they want to purchase the item. We are looking into solutions that can be implemented at the point of failure to increase repayment conversions. One idea is adding a mobile payment solution at the exit for quick, on-the-spot transactions.
    ‍

    Associate Training

    As we continue to expand our concept into more stores, we need to make sure associates have the training they need to ensure they can take full advantage of their new technology.

    ‍

Thank you for reading

Check out my other projects!

Problem statement

Members are fed up with long exit wait times and feel unfairly targeted during exit scans. This leads to frustration and a resulting low member NPS. At the same time, associates must juggle receipt validation, member concerns, and resolving discrepancies, all under pressure, making the process stressful for both sides.
‍

How might we create a seamless exit experience that reduces friction for members, minimizes stress for associates, and ensures accurate, efficient receipt validation, while maintaining trust and security

Objectives and goals

With long exit wait times frustrating members and creating stress for associates, we set clear goals to streamline the process and improve interactions. By tracking key metrics like wait times and member NPS, we ensured our solutions were both effective and measurable.

  • Decrease waiting times at the exit to enable a quicker departure from the store for members
    ‍
    Craft an intuitive user experience, enabling associates to assist members and foster good communication with them
    ‍
    Create a smooth and friendly interaction between members and associates to help reduce wait times
    ‍
    Reinforce our brand perception to increase member retention and satisfaction

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

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.

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

Before settling on a solution, exploring multiple concepts with associates was essential. During the exploration, associates were encouraged to share additional ideas and experiences

So, what's the big deal?

Aiming to understand the current exit experience from the perspectives of associates and members in order to share concepts and gather feedback to develop the optimal solution.

Employee satisfaction survey shows high stress levels related to exit interactions.
‍

“Members get so upset at me, sometimes they’ll try to push me out of the way with the basket.”

Members reported feeling scrutinized or unfairly suspected during the exit process.
‍

“This process makes me feel uncomfortable and guilty to the point where I feel like a criminal even though it was just an honest mistake.”

Exit congestion data shows peak-hour wait times of 8 minutes, contributing to heightened employee stress.
‍

“I get so stressed at times - I just need a break. Down times are fine, but when it’s busy exit is a living h*ll.”
Marketing Image

Branding and design that drives results

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Branding and design that drives results

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Let’s make your place better

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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.

icon
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.

icon
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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Stand out brands we craft captivate

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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.

icon
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.

icon
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

We had a problem - a few of them actually. We needed a way to reduce wait times, increase internal efficiency and accuracy, and enhance the way members and associates interacted.

01

Exit wait times

Members often experience frustration due to long lines at the exit, especially after using faster checkout methods like self checkout and Scan N Go

02

Efficiency and accuracy

Associates struggle with high audit volumes and time-consuming receipt scans, leading to bottlenecks

03

Associate and Members

Tense interactions arise when members feel scrutinized or inconvenienced during receipt checks

Our first iteration

We had an idea on how we could audit member baskets using cameras equipped with machine learning, but needed to figure out how to make the connection between members, the basket, and the associate

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.

Optimizing arches for versatility

We focused on exploring and testing how the arches perform best for Computer Vision cameras and club layouts. Safety, scalability, and flexibility were key considerations.

Blending form and function

Enhancing the arches look and feel to align with other signage in Sam’s improved visual consistency. Also, by increasing the stability at the base of the arches, we ensured better protection against impacts from manual and motorized carts.

Reinforcing speed and stability

We updated the language to encourage members to enjoy a fast shopping and exit experience. Furthermore, we enhanced the stability by adding aluminum edge guards to protect against cart strikes and used injection molding to prevent color wear-off.

Defining the mvp

To ensure a scalable and effective solution, the MVP focused on flexibility in hardware setup, equipping associates with the right tools, and structuring the solution into two parts. This approach allowed for adaptability, streamlined workflows, and a foundation for future enhancements

A two part solution

Our solution needed to be divided into two steps. The first step was to identify the items in the members basket. Second, we needed to relay this information to exit associates. We found that the further the arches were from the exit, the more time associates had to confirm the information being sent.

The setup

The Arches provide customizable options for various layouts, enhancing adaptability to different spaces. They proved ideal for testing scenarios due to their versatile design. Durability proved to be important as well to account for accidents and bumps.

The associate app

We needed a way to communicate what the cameras on the arches were seeing to the associates as fast and effective as possible. We needed to help associates identify which cart belonged to who, and which ones needed extra verification.

Product evolution

Through this journey, we transformed key insights into action, leveraging research, testing, and iteration to design a truly frictionless exit experience

Frictionless exit

The new exit experience introduces a range of intelligent technologies that have streamlined the exit process. Members reported feeling more at ease during their exit, with fewer negative emotions tied to receipt checks

improved member interactions

By implementing this solution associates mentioned feeling less stress and pressure which increased job satisfaction. This allowed them to spend less time scanning receipts and items, and allowed for more focus on friendly interactions while ensuring accuracy for all purchases

Quicker error resolution

Using images generated by Computer Vision in the associate-facing Receipt Check app, the associates can quickly verify members' purchases and identify the items that may need additional auditing

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
iPhone mockup

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
iPhone mockup

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.
Dashboard mockup

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.

What associates see

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

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
iPhone mockup

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
iPhone mockup

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%

Exit satisfaction (OSAT) improved by 14% compared to chain-wide benchmarks, reflecting a more seamless and enjoyable experience

29%

Receipt audits are being completed 29% faster than chain-wide averages, reducing delays and improving efficiency at exit

23%

Members spent 23% less time waiting at the exit, ensuring a quicker and frictionless departure from the club

Where we go from here

With a strong foundation in place, the next phase focuses on scaling the solution across all locations, ensuring associates are trained for a smooth rollout. Continuous monitoring of accuracy and system performance will help refine the experience, while exploring seamless repayment options for missed items will further enhance trust and convenience for members and associates

  • Enhanced Machine Learning

    ‍Though Machine Learning has played a key role in our experience, it still needs to be more accurate. Packaging changes and product variants have proven to be a challenge for this technology. We are looking into how we might implement RFID to assist the Machine Learning models. RFID would be a definitive way to tell if an item is in the basket, but this is an expensive solution.
    ‍

    Quicker Repayment

    ‍We are still tasked to solve what happens when a member has a failed audit. Today, they need to head back to the checkout line and start over again if they want to purchase the item. We are looking into solutions that can be implemented at the point of failure to increase repayment conversions. One idea is adding a mobile payment solution at the exit for quick, on-the-spot transactions.
    ‍

    Associate Training

    As we continue to expand our concept into more stores, we need to make sure associates have the training they need to ensure they can take full advantage of their new technology.

    ‍

Thank you for reading!

Problem statement

Members are fed up with long exit wait times and feel unfairly targeted during exit scans. This leads to frustration and a resulting low member NPS. At the same time, associates must juggle receipt validation, member concerns, and resolving discrepancies, all under pressure, making the process stressful for both sides.
‍

How might we create a seamless exit experience that reduces friction for members, minimizes stress for associates, and ensures accurate, efficient receipt validation, while maintaining trust and security

Objectives and goals

With long exit wait times frustrating members and creating stress for associates, we set clear goals to streamline the process and improve interactions. By tracking key metrics like wait times and member NPS, we ensured our solutions were both effective and measurable.

  • Decrease waiting times at the exit to enable a quicker departure from the store for members
    ‍
    Craft an intuitive user experience, enabling associates to assist members and foster good communication with them
    ‍
    Create a smooth and friendly interaction between members and associates to help reduce wait times
    ‍
    Reinforce our brand perception to increase member retention and satisfaction

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

Before settling on a solution, exploring multiple concepts with associates was essential. During the exploration, associates were encouraged to share additional ideas and experiences

So, what's the big deal?

Aiming to understand the current exit experience from the perspectives of associates and members in order to share concepts and gather feedback to develop the optimal solution.

Employee satisfaction survey shows high stress levels related to exit interactions.
‍

“Members get so upset at me, sometimes they’ll try to push me out of the way with the basket.”

Members reported feeling scrutinized or unfairly suspected during the exit process.
‍

“This process makes me feel uncomfortable and guilty to the point where I feel like a criminal even though it was just an honest mistake.”

Exit congestion data shows peak-hour wait times of 8 minutes, contributing to heightened employee stress.
‍

“I get so stressed at times - I just need a break. Down times are fine, but when it’s busy exit is a living h*ll.”
Marketing Image

Branding and design that drives results

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

icon
Let’s make your place better

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

icon
Stand out brands we craft captivate

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

Marketing Image

Branding and design that drives results

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

icon
Let’s make your place better

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

icon
Stand out brands we craft captivate

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

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.

icon
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.

icon
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.

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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.

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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.

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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.

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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

We had a problem - a few of them actually. We needed a way to reduce wait times, increase internal efficiency and accuracy, and enhance the way members and associates interacted.

01

Exit wait times

Members often experience frustration due to long lines at the exit, especially after using faster checkout methods like self checkout and Scan N Go

02

Efficiency and accuracy

Associates struggle with high audit volumes and time-consuming receipt scans, leading to bottlenecks

03

Associate and Members

Tense interactions arise when members feel scrutinized or inconvenienced during receipt checks

Our first iteration

We had an idea on how we could audit member baskets using cameras equipped with machine learning, but needed to figure out how to make the connection between members, the basket, and the associate

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

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.

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.

Optimizing arches for versatility

We focused on exploring and testing how the arches perform best for Computer Vision cameras and club layouts. Safety, scalability, and flexibility were key considerations.

Blending form and function

Enhancing the arches look and feel to align with other signage in Sam’s improved visual consistency. Also, by increasing the stability at the base of the arches, we ensured better protection against impacts from manual and motorized carts.

Reinforcing speed and stability

We updated the language to encourage members to enjoy a fast shopping and exit experience. Furthermore, we enhanced the stability by adding aluminum edge guards to protect against cart strikes and used injection molding to prevent color wear-off.

Defining the mvp

To ensure a scalable and effective solution, the MVP focused on flexibility in hardware setup, equipping associates with the right tools, and structuring the solution into two parts. This approach allowed for adaptability, streamlined workflows, and a foundation for future enhancements

A two part solution

Our solution needed to be divided into two steps. The first step was to identify the items in the members basket. Second, we needed to relay this information to exit associates. We found that the further the arches were from the exit, the more time associates had to confirm the information being sent.

The setup

The Arches provide customizable options for various layouts, enhancing adaptability to different spaces. They proved ideal for testing scenarios due to their versatile design. Durability proved to be important as well to account for accidents and bumps.

The associate app

We needed a way to communicate what the cameras on the arches were seeing to the associates as fast and effective as possible. We needed to help associates identify which cart belonged to who, and which ones needed extra verification.

Product evolution

Through this journey, we transformed key insights into action, leveraging research, testing, and iteration to design a truly frictionless exit experience

Frictionless exit

The new exit experience introduces a range of intelligent technologies that have streamlined the exit process. Members reported feeling more at ease during their exit, with fewer negative emotions tied to receipt checks

improved member interactions

By implementing this solution associates mentioned feeling less stress and pressure which increased job satisfaction. This allowed them to spend less time scanning receipts and items, and allowed for more focus on friendly interactions while ensuring accuracy for all purchases

Quicker error resolution

Using images generated by Computer Vision in the associate-facing Receipt Check app, the associates can quickly verify members' purchases and identify the items that may need additional auditing

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
iPhone mockup

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
iPhone mockup

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.
Dashboard mockup

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.

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
iPhone mockup

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
iPhone mockup

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.
iPhone mockup

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%

Exit satisfaction (OSAT) improved by 14% compared to chain-wide benchmarks, reflecting a more seamless and enjoyable experience

40%

Receipt audits are being completed 29% faster than chain-wide averages, reducing delays and improving efficiency at exit

70%

Members spent 23% less time waiting at the exit, ensuring a quicker and frictionless departure from the club

Where we go from here

With a strong foundation in place, the next phase focuses on scaling the solution across all locations, ensuring associates are trained for a smooth rollout. Continuous monitoring of accuracy and system performance will help refine the experience, while exploring seamless repayment options for missed items will further enhance trust and convenience for members and associates

  • Enhanced Machine Learning

    ‍Though Machine Learning has played a key role in our experience, it still needs to be more accurate. Packaging changes and product variants have proven to be a challenge for this technology. We are looking into how we might implement RFID to assist the Machine Learning models. RFID would be a definitive way to tell if an item is in the basket, but this is an expensive solution.
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    Quicker Repayment

    ‍We are still tasked to solve what happens when a member has a failed audit. Today, they need to head back to the checkout line and start over again if they want to purchase the item. We are looking into solutions that can be implemented at the point of failure to increase repayment conversions. One idea is adding a mobile payment solution at the exit for quick, on-the-spot transactions.
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    Associate Training

    As we continue to expand our concept into more stores, we need to make sure associates have the training they need to ensure they can take full advantage of their new technology.

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Thank you for reading

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