Service Design Tools
Supermarket self-checkout can sometimes cause troubles and annoyances because of the long waiting queue and unattended staff. This research looks into the current needs of the Melbourne CBD supermarkets and visualises the findings into easy-to-understand infographics.
This research includes creating a stakeholders map, a moodboard and a persona. It pinpoints some key challenges supermarkets in the CBD face, such as having a diverse range of customers from various backgrounds and cultures, people with low digital literacy and travellers who are not familiar with the self-checkout system. These visualisations inform some critical aspects to consider when redesigning for the improvement of self-checkout service.