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ShopPro

OVERVIEW

ShopPro is a retail POS application for the shop billing operators to manage their inventories, add the items to the services, and collect the payments. The application

also supports collecting the commission for the items, multiple payment methods for the guest who are willing to pay as partial payments, and generating a revenue report for the property to make the decisions on their sales strategy.

ROLE

UX Manager

User Research, User Flow, Interaction design, Visual Design, Prototyping & Design Reviews

PLATFORM

DURATION

TEAM

Desktop & Tablet

DEC 2023 - JUNE 2024

3 (1 Manager, 1 Senior and 1 Junior Designer)

PROBLEM STATEMENT

Existing ShopPro is not helping the users to add the items quickly into the cart with the commission values and also the partial payment process is not user-friendly which consumes a lot of time for operators to close the open ticket and proceed with the next guest.

DESIGN GOALS

  • Add items to the cart should be done by the user quickly and able to assign commission for each added items

  • Payment flow should be user-friendly and also allow the full/partial payment methods

  • Retail inventory items configurations should be simple and inventory items should be dynamic on the items page

RESEARCH

Product Owner Discussions

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We connected with the product owner to understand the expectations of the redesign scope. The discussion gave more insights like the entire legacy retail POS application is going to be redesigned as a SaaS product in a single phase.

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Through multiple meetings, we discussed different key things like

  • Competitors of the product

  • Users of the product

  • Short and Long-term business goals

Focus Groups​

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We have been part of the monthly focus groups organized by the product owner in which different property & resort management people will join and discuss the product expectations, key issues faced, and feature upgrades.

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Focus group helped us more during the research phase, we got many insights and also the opportunity areas for the product is revealed.

User Groups​

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The following are the user groups of the ShopPro,

  • Inventory Admin

  • Shop Operators

  • Shop Managers

Research Findings​

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  • Items display page is not informative about the products.

  • Not able to add commission to products from cart/items page.

  • Items summary is not available to view all the list of products added.

  • Single Items, Package items settings is complex and not user friendly.

Challenges​

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  • Payment flow for single and partial payments should be simple and intuitive.

  • Consistent UI component to be envisioned which can be reused under the platform for future products.

  • Item and commission configuration should be done easily and 

Key Insight

We analyzed the reports and found the transactions with multiple payments are more compared to single payment transactions. 

67% of transactions are multiple paid transactions

ANALYSIS

User Persona​

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USER EMPATHY MAP

PROPOSED TASK FLOW - ADD ITEMS & PAYMENT

FINAL PROPOSED DESIGNS (Limited screens attached due to policy)

Retail Item screen (Card View & List View)​

 

  • Users can filter/search or directly select an item from the items page and add it to the cart. Multiple items selection and its detail can be viewed in the cart.

  • Recommendations are part of the new designs that will drive the property to sell more items to the client/guest.

  • Any transactions can now be saved and re-open later from the saved transactions menu newly proposed.

  • Card view and List view will give the users more flexibility in selecting the items and adding them to the client cart quickly and proceeding to summary.

Summary & Payment​

 

  • The re-designed summary screen provides a piece of clear information to the user to make a quick decision whether a discount/commission is applied, a guest is a staying guest, or a walk-in guest. 

  • The screen gives more flexibility in terms of actions that can be taken from here, additionally providing the action button to quickly go to the shop page, add items and proceed with the transaction.

  • Users can stay on the same page and finish the multiple payment method transactions also.

RESULTS & OUTCOME

  • Transaction processing time has got reduced now and retail users are able to do their services best for their clients satisfactorily.

  • Cross-selling of products has increased and the average basket value of the customers and property revenue has increased.

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