Jumbo Improve the self checkout experience

Project description

“How can we improve the Jumbo self-checkout experience for customers and employees to achieve a higher satisfaction rate, specifically around sample checks.”

Context

There are some problems with the self checkout, with a lot of theft, hard situations and a lot of frustrations on both sides. Jumbo wanted this situation to improve.

Results

The key insights here are:
Approach the customer in a positive way.
Ensure the customer's own freedom.
Ensure a streamlined customer journey, in line with the rest of Jumbo's 7 certainties.
By reminding users while shopping by reminding them more often that they get free products, they will hopefully look forward to the re-scan.

About the project group

Over a 9-week period, we tried to solve the challenge around the self-scan checkouts at jumbo. In this, we tried to improve the shopping experience for both customers and employees by rewarding a positive re-scan.