Retail companies strive to provide the best experience to its customer while shopping in-store. One of the constant customer feedback it receives is about long wait times during in-store checkout. While company ABC tries to expedite the checkout process by providing separate lanes for express checkout, self-checkout, and having maximum lanes open during busy hours but it can only do so much.

The company wants to build a solution that is cost-effective, scalable, and leads to a better customer experience. The operations team is looking for some quick wins. You are the eCommerce product manager, responsible for the desktop, mobile web & app, assigned to improve the in-store checkout experience for the customers.

 

Below are the questions for you to contemplate while you come up with solutions/answers:

• What can you do in an Omni-channel way to ease the checkout queues?
• How will you go about understanding what needs to be built?
• What could be the challenges you expect to face from the inception of the project to go live?
• What could be the risks to the project and how do you as the PM expect to mitigate them?
• Can you do a paper prototype/rough sketch how a mobile solution might look like?

Based on the answers to the above, you need to come up with a strategy and prioritized list of features/functionality to improve customer experience impact both in short & long term and present the vision to the leadership for approval.

Document any assumptions wherever required.

Answer rating: 100% (QA)

Solution What is the problem Store people have to serve customers in the best way possible with accurate information about the product Store manager does not know how each person is performing Brands ... View the full answer