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.