Nordstrom Rack equipped employees with smartphones that allowed them to help customer check out anywhere in the store. Unfortunately, the batteries in the devices were short lived and without a checkout station the checkout process was often awkward for customers. My team was asked to review the service and recommend improvements.

Discovery: Conducted in-store observations, employee interviews, and customer research. Benchmarked against competitive and analogous experiences to frame opportunities.
Identified Key Pain Points: Poor visibility, unclear cart flow, suboptimal ergonomics, limited device reliability, and low customer awareness of the service.

Concept Development: Storyboarded an ideal journey, sketched new cart concepts, and partnered with store design to build and refine prototypes.

Iterative Testing: Tested four cart variations with different sizes, layouts, and features across customer testing labs (CEC) and in-store pilots. Incorporated associate and customer feedback to refine designs.

Final Design: Partnered with a vendor to produce rollout-ready carts with improved layout, retractable features, and material selections suitable for retail use.