A brand-enhancing self-checkout experience
If you’ve purchased DIY supplies in Australia, you’ve more than likely experienced our work. In 2022 we helped the Bunnings team deliver an improved self-checkout touch screen experience for thousands of customers and staff. Rolling out in stores across the country, checkout use times have been streamlined as a result, improving customer experience, satisfaction and improving TTD* for customers!
We were tasked with creating a more efficient, and modern in-store self-checkout experience for Bunnings customers. A key piece of the work centred around integrating the ability to accrue Flybuys loyalty points during a sale.
By adapting and streamlining existing patterns from established Bunnings digital products, and applying foundational Web Content Accessibility Guidelines (WCAG), we created a set of principles to guide a modern, accessible UI design for the new self-checkout experience.
Our research and testing with users & staff uncovered insights regarding behaviours and attitudes, guided the development of customer-centric language and validated preferred feedback mechanisms for discounts and points accrual.
We created a set of high fidelity, implementation-ready designs which contributed to the direction for a clear product roadmap for the wider team.
A lightweight design system with standardised components promotes internal productivity gains, consistency across the self-checkout experience and broader brand touchpoints.
Checkout times have been streamlined as a result, improving customer experience, satisfaction and improving TTD* for customers.
*Time-To-DIY. It’s a new metric... it's going to catch on!
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