TESCOÂ REDESIGN
An end-to-end TESCO self-service checkout redesign was used to validify a new proposed Internet of Things (IoT) design model. This methodology was created using User Experience design and Industrial design deliverables to overcome both hardware and software challenges.
The Proposed Methodology
Using research, consultations and idea refinement a new methodology comprised of User Experience design and Industrial design was formed. This new design process is aimed at smaller design studios to utilise when carrying out IoT projects as these types of projects can be time consuming and complex.
REDESIGN PART 1
The initial problem the participants faced in the research stage was items weight not being recognised once scanned.
Proposed Solution
A solution to this issue could be that the basket weight is recorded first. Once all items are scanned through the customer must then undergo another weight check whilst their items are in the bagging area. If there are no discrepancies between the two weights the customer can go onto pay for their items. This solution was developed and visualised through a state transition diagram.
Development
To further develop this idea a mock scenario was made. Using 3D printed hardware and post-it notes as digital screens this idea could be tested in real-time to validify the design.
Final Solution
Here is a video demonstrating the final redesign solution using 3D printed hardware and Hi-Fi artboards.
REDESIGN PART 2
Another problem participants faced when carrying out key data gathering was scanning items with obscure barcodes. This proposed the question of weather the existing scanners needed to be redesigned.
Proposed Solutions
Three alternative ways of scanning item barcodes were generated though hybrid sketching and 3D printing. The first idea focused on increasing the amount of scanners on each checkout. The second idea implemented a handheld scanner and the final idea considered different scanning shapes.
Development
To distinguish what method would be best suited for TESCO's self-service checkout system, a UX value proposition was conducted. The comparison considered accessibility, ease of use, accuracy, cost and speed. As seen from the diagram this comparison was inconclusive as all methods had strengths and weaknesses.
Testing
To further evaluate the designs a focus group was carried out to obtain feedback. The participants preferred the alternative shaped design, but suggested it should rotate and it should be used in conjunction with a larger scanner.
Amendments
This feedback fuelled a variety of iterations. It resulted in implementing a larger scanner for customers with bigger items and a smaller scanner that would rotate for smaller items.
Final Solution
Here is what the final outcome looked like. The left image is a digital render of what the scanners would look like situated on the self-service system. The right image shows a physical prototype that housed a digital screen which was 3D printed.
REDESIGN PART 3
The last issue faced was the individuals ability to manually search for items without barcodes. Participants would find it difficult to find the item they were looking for using TESCO's search system.
Proposed Solutions
One proposed alternative to manually searching for unbarcoded items would be to see previous customers popular/recent searches, reducing the time to look for the item.
Additionally, the customer could use voice commands to search for the particular item instead. These ideas were generated and visualised through branching storyboards as they specified where this situation would occur.
Final Solution
These proposed solutions were implemented into the existing TESCO search system. Here is a video prototype of how this system works.