Walmart

Client

Walmart is the largest discount retailer in the world. The company started out as a small chain of stores in rural towns. The chain was founded by Samuel Walton in 1962 and currently is one of the largest employers in the United States. Some of the stores are considered Super Walmarts and they typically provide a grocery store and automotive repair shop for customers.

Concept

We developed a mobile application that allows customers to scan and bag items while they shop and pay directly with their phones. There’s no waiting in line at the register.

No one likes slow checkout lines at the grocery store.

However, research indicated we hate them even more than some retailers had thought.

“While it’s no surprise that shoppers don’t want to wait in long lines and have slow checkout processes, the extent to which they care might surprise many retailers,” according to the results of a survey issued by Forrester Research.

As far as the best and worst parts of grocery shopping, checkout lines ranked “dead last,” according to the national survey of 1,000 shoppers.

Over half of shoppers are willing to “walk away entirely, to avoid a slow checkout. The risk to retailers goes beyond a one-time loss due to abandonment.”

It turns out that many shoppers despise slow checkout lines so much that in addition to abandoning a shopping trip, they may stop shopping at a particular store entirely if we have a bad checkout experience.

Services

The challenge of a project like this is not just technical, but one of human behavior. How can we motivate people to shift their current routine? What should we leverage from people’s current expectations commence shopping and brick-and-mortar shopping? How can we flip the perception of shopping in a store so that it seems a benefit not a compromise? Solving these questions unlocked the possibilities of a new mobility service.

The challenge of a project like this is not just technical, but one of human behavior. How can we motivate people to shift their current routine? What should we leverage from people’s current expectations commence shopping and brick-and-mortar shopping? How can we flip the perception of shopping in a store so that it seems a benefit not a compromise? Solving these questions unlocked the possibilities of a new mobility service.

Result

Scan & Go is currently being tested in a few select markets, including Dallas-Fort Worth, Orlando and Northwest Arkansas, and is expanding to stores in 33 states across the U.S. When customers launch the app, it automatically lists participating stores nearby.

 

The app is available on both Android and iOS devices and, just like shopping with Walmart Pay, it securely stores credit or debit card information for fast and easy checkout. Once customers are done shopping and have paid for their items, they simply walk through the Mobile Express lane on their way out.

Not only does Scan & Go save time by letting people skip the register, it also helps make staying on budget easier. Customers see the price of individual items as they scan them along with a running total.

As part of the test, some Walmart stores have been outfitted with Scan & Go kiosks where customers can pick up easy-to-use handheld devices. This allows them to try out the service before downloading it to their phones.

Based on feedback from their customers and associates, Scan & Go evolved into an even better way to shop, with many rating it their preferred way to check out in-store. Did I mention it’s also available in all of their Sam’s Club locations nationwide?

Scan & Go is one of many options they’re testing to give their customers the shopping experience they’re looking for.