Role: Product Designer. Platforms: iOS.
Our customers told us that checking out in-store was a lot of effort, having to find multiple cards in their wallet, so we created the Sainsbury’s Pay app. This allowed customers to pay and collect Nectar points by simply scanning a QR code at the checkout using only their phone. I worked as a UX designer on this project, paired with a UI designer embedded within a fast paced scrum team, researching, designing and testing within each 2 week sprint.
We followed the double diamond approach on this project, from inception, through discovery and into engineering. This allowed us to learn quickly, declare and test our assumptions, and build a product that solved a probem for our customers.
Storyboarding the experience
I created a series of storyboards to help articulate the expected experience, and highlight any risks or pain points for customers and colleagues. This proved really useful when trying to engage senior stakeholders and store colleagues.
Paying using your phone was a new concept to our customers, and had a lot of impact on the store environment. My experience map helped the team understand what our customers needs were at each step of the journey, and allowed us to design a solution that gave them the best possible experience.
We built a prototype and recruited 20 customers to test it out. We ran these sessions in store ourselves, observing customers and interviewing them after their experience to help us improve the service. Our customers rated the experience 8.4/10 and 75% said they'd use the app again.
I worked as part of a small, agile team, which allowed us to all contribute to the design of the app and share concerns and ideas. We utilised wall space and post it notes to document our thinking efficiently without wasting time. We also created a Lean Canvas and risk register so we were able to identify areas that we should investigate first.