Benchmarks & Client Cases

Design Sprints for the Checkout Area

The Challenge


poorly designed checkout

Problem

• Uncomfortable checkout area for the customer, due to lack of space

• Low cross-selling opportunities with the current counter design

• Lack of ergonomics for checkout operator



Root Causes

• No extra support area to put down personal items during checkout

• Single queuing with lack of visual management is confusing to the customer

• Excess of products in an inadequate arrangement in the counter’s surrounding areas

• The counter operator needs to turn his back on the customer while doing the checkout operations

The Solution

sketch solution and test

• Set the stage: observation of checkout operations and identification of opportunities

• Challenge definition and selection of a target customer

• Solution sketching: design of a full-scale mock-up

• Selection of one solution and creation of a prototype: test in a live environment and benefit quantification

• Solution testing with the customers: selection of a pilot store and definition of a rollout plan

The Results


Average Service Time

Average Service Time

The average service time decreased by 28%.

Sales

Sales of Products

The sales of products in the impulse buying area increased by 40%.

Customer dedicated area

Waiting Area for Clients

The space available for customers waiting to pay increased by 43%.



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