[ The challenge ]
Coop wanted to introduce mobile self-scanning, but existing solutions required expensive hardware and created a fragmented user experience. Customers scanned products but still queued to pay at a terminal.
I joined the project early to help design an end-to-end mobile solution that would let customers scan and pay entirely through their phones.
[ What I did ]
- Mapped the existing shopping journey to identify friction points (checkout queues, hardware dependencies, payment terminal frustration)
- Conducted user interviews with 12 Coop customers to understand behaviours and pain points around self-scanning
- Created wireframes and interactive prototypes for the app experience
- Designed and tested multiple payment flow concepts, focusing on security and ease-of-use
Worked with developers to ensure technical feasibility and smooth handoff
[ The outcome ]
The concept launched to consumers and became Coop's foundation for future digital services including personalized shopping lists, environmental score, filters, and health-based recommendations.
