dominicks grocery store

Group: Team Cyan - Project 3: User Shadowing Executive Summary: The Cyan group goal was to utilize user research to assist in improving existing selfcheck out lane systems. This study was conducted to append previous studies, which was used to establish a baseline. The methods used in this study are the following:   Informed Consent was given to persona representative’s prior to study. Scenarios with are stories that describe how a person behaves or thinks about a task or situation. They contain the narrative of what the person does along with his or her motivations, expectations, and attitudes. (Kuniavsky p149) Constraint Direction Diagram which given x constraint on persona and given the knowledge we have y behavior or result might happen. Using this in a bubble layout diagram is important to determine which values drive the persona’s decision-making process. User Shadowing: This was an observational field study using the shadowing method. Shadowing is a qualitative technique that does not necessarily involve the use of statistical analysis of data. In shadowing, observers follow the subjects unobtrusively and take notes of what, why, and how the subjects perform their routine tasks in real world settings. (Interruptions in Workflow for RNs in a Level One Trauma Center, methods.) Diaries: Diary studies are, as the name implies, based on having a group of people keep a diary as they use the product. They track which mistakes they make, what they learn, and how often they use the product. (Kuniavsky p369)    Methodology/Procedure The objective of this project is to complement and introduce “new” findings from our previous studies. This is an observation study in which we will observe the participant using users shadowing. The participant will complete the task of using the self-check out system in a real live setting. The conductor will be overlooking on the side and taking notes while the participant completes each task. The setting will be in a grocery store. All the materials that are needed will be prepared before the participant arrives. The entire users shadowing process will not take longer than 30 min. 1 Group: Team Cyan - Project 3: User Shadowing Step 1 - Participant Greeting and Orientation The participant of this users shadowing will be personally greeted by the conductor of this observation study. This will help the participant feel more relaxed and comfortable when they arrive. The conductor will start with a small verbal debriefing with the participant of the purpose and objective of this interview. In addition, the conductor will state that there are no correct or incorrect answers in this observations study. The main goal of this study is to get a better understand of the participant experience when using the Self Check-Out system and complement findings from out previous study. If the participant wants to take a break, stop at anytime, or withdraw from the observation study, let the interviewer know and there will be no questions asked. Finally, I will confirm to the participant that they are not obligated in anyway to complete the observation study if he/she feels uncomfortable. All data that was collected be used for educational purposed only will be destroyed. Step 2 - Informed Consent Form The participant will be then given the Informed Consent Form to read over and sign. In addition, the participant will have the opportunity to ask any questions he/she has regarding the interview or the Consent Form Step 3 - Begin User Shadowing The participant will then begin with the observation study when he/she is ready. All the material the users need will be ready at the self check-out counter. During the entire user shadowing observation study, the conductor will be located on the side recording the participant action while he/she completes the task. I will not interfere with what the participant is doing, unless a problem occurs and she needs assistance. The observation study will end when the participant have completed the entire task. Step 4 - Debriefing The conductor at the end the users shadowing study will ask the participant if he/she has any questions. The participant will have an opportunity at the point to ask questions and state anything else he/she has regarding this observation study. Then the conductor will hand out the Problem Report Dairy form where the participant will complete. All the necessary instruction will be on the form. Finally, we will thank the participant for participating in this interview, and the information we have collected will help us better understand the entire self-check out system and improvements that is need so the users will have a better experience when using the self check-out system. 2 Group: Team Cyan - Project 3: User Shadowing Scenarios Method The Scenarios Method was used prior to conducting the user shadowing method to roleplay with the different personas. Here is some sample role-playing:     Elderly man has trouble inserting money into machine Stay at home mom kid touches cash payment when mom wants credit Student credit card is denied. Successful businessman forgets salad dressing for his salad. *Example of Constraint Diagram 3 Group: Team Cyan - Project 3: User Shadowing User Shadowing Method The User Shadowing Method, which was conducted in Jewel Grocery Store; each team member used the same or very similar representative from their persona to shadow. Here is a summary of notes team members found:   3 out of 4 personas reported the time to use the self-check out machine was longer. Repetitions with the same self-check out screens decreased check out time i.e. the machines users adapted to the screens not meaning the screens were easy to use. Diary Method The Diary Method, which was giving to the user to fill out with no time limit after the shadowing method. Here is a summary of what persona representatives told us:    Difficulty in scanning the grocery items e.g. Trouble with bar reader confirming item, or with the stay at home mom’s case having to retrieve items from kids then scan the items. Placing items in bag or replacing bag with another i.e. Self-check out machine audio voice tells you “Place item in bagging area” and “Item was removed from bag.” Selecting menus for perishable items e.g. onions and vegetables was frustrating and the semantics of words was not clear. Conclusion: The User Research the Cyan Team conducted indicates that the self-checkout machine is an alternative to the regular check out process; better understanding of how the user interacts and performs tasks is needed in order for this device to become a significant choice for grocery shoppers. 4 Group: Team Cyan - Project 3: User Shadowing Appendix Informed Consent Form Project title: Self Check-Out User Shadowing Please read this consent agreement carefully before you decide to participate in the study. Purpose of the research study: The purpose of this User Shadowing interview is to getting a better understanding of how an individual will use the self check-out system and making improvements. What you will do in the study: The participant will be will completing the task of using the self-check out system in a real live setting. The conductor will be overlooking on the side and taking notes while the participant completes each task. The setting will be in a grocery store. All the materials that are needed will be prepared before the participant arrives. Have in mind that there is no correct or incorrect answer. The information we collect from this interview will help us in better understand the demand and usage of the Self Check-Out system. The entire users shadowing process will not take longer than 30 min. Time required: 30 min Risks: There are not anticipated risks. Benefits: There are no direct benefits to you for participating in this research study. Confidentiality: The information that we collect from the User Shadowing will be handled confidentially. When the User Shadowing is completed and analyzed, all data will be destroyed. Your name will not be used in any report or made public in any way. Voluntary participation: Your participation in the User Shadowing is complete voluntary. Right to withdraw from the study: You have the right to withdraw from the User Shadowing at anytime without penalty. How to withdraw from the study: If you decide to withdraw from the User Shadowing, simple leave or state that you wish to end this interview. There is no penalty for withdrawing. If you choose to withdraw, all data we collected will be destroyed. Payment: You will receive no payment for participating in this User Shadowing. Who you can contact if you have questions about the study: Steve Lee 5 Group: Team Cyan - Project 3: User Shadowing Agreement: I agree to participate in the research study described above Signature: ________________________________ Date: ________________ You will receive a copy of this form for your record. Use Case Scenario—Business Person     User will scan each item User will look up vegetable code(s) to scan the vegetable(s) User will place each item in bagging area User will have a problem with placing an item in the bagging area (example: User may place item in bagging area and machine will say “please place item in bagging area” when user has already done so) User will ask sales representative for help Sales representative will fix interface problem User will swipe debit card in card machine User will enter pin code User will gather grocery bags and exit      6 Group: Team Cyan - Project 3: User Shadowing Use Case Diagram Scan each Item Type veggie code Bag each Item Bagging each item causes problems Clerk provides assistance Pay with debit card Enter pin number Gather groceries and exit store 7 Group: Team Cyan - Project 3: User Shadowing Businessman Shadowing Description of tasks: grocery items were collected while shopping at the Jewel Osco grocery store located off Broadway and Addison in Wrigleyville, Chicago. Participant will be shadowed while the process of the self-check out machine is observed. Environment: 2:00, Saturday, March 04, 2006; a crowed and busy Saturday afternoon, with many grocery shoppers gathering items over the weekend. There were four checkout machines in total, but one was out of service. Tools Used:  Self Check out machine  Grocery Cart  Grocery items Process observed:  Items were taken from grocery cart and scanned.  Items were placed in a bag.  Method of payment was decided e.g. cash or credit. Results of tasks: Participant was observed having difficulty removing and scanning items and placing the items in the bagging area. Because the participant had a lot of groceries and it all wouldn’t fit in the bagging area, he placed some of the bags on the ground. This caused some sensitivity in the system and was repeatedly telling him to place the items in the bagging area. The participant also had difficulties scanning the items. He had to swipe some groceries several times before it was actually processed in the system. The weighing of grocery items and entering of codes was time consuming for the following reasons:  Difficulty scanning each item.  Difficulty placing bags in bagging area.  Because one machine was out of service, the wait in line was longer. Payment of grocery items included the following steps:  Selecting cash payment or credit payment  Swiping credit card in machine slot  Selecting Yes for amount to be charged The payment process seemed to go quickly and without incident. 8 Group: Team Cyan - Project 3: User Shadowing Self-Checkout Diary - Business Person Today’s Date: 3/4/06 The Current Time: 3:00p.m Total number of items checked out: 9 Goal for using Self-Checkout: to process items quickly Please describe your experiences while using the Self-Checkout interface. Your description may include:      What you checked out: pasta sauce, foil, eggs, soup, cookies, protein shakes, baking ingredients How long it took: 6-7 minutes (for self-checkout) Your procedure for completing the task: scanning by discount card, scanning items, swiping credit card, bagging groceries Any difficulties: scanner would not pick up bar code on first try Unexpected incidents (describe what you had expected and what you actually got): bag would fill up, and I’d remove the bag to start a new one and the scanner would say “goods remove” and pause Please describe any problems in detail: I would place goods in bag, and when I removed the full bag from the counter to start a new one, a screen would appear saying bag was removed and to place it back on the counter or press the “continue” button. This was frustrating. Problem feature name/description: Severity 1-5: 3.5 ( A severity of 1 means that it’s an annoyance or an observation, and 5 means that it’s a catastrophic problem that prevents you from accomplishing your goal) Insight/Solution—If you were able to find a solution, please describe how you solved it: Remove the “removed goods” screen. The language was confusing. What is your opinion of the Self-Checkout interface as a service? The credit card swipe was located far away to the right of the center console. It should be closer. 9 Group: Team Cyan - Project 3: User Shadowing Has your opinion changed since the last time you used it? No Other comments: Are there any other issues you’d like to tell us about or questions you’d like us to answer? I this took longer than having the checkout clerk swipe and buy in the regular checkout lines. Use Case Scenario—Elderly Person  At 5:00 PM brother Leo goes to the Jewel store to buy food for needy families, this is one of his activities every week. Before leaving, he makes a list of items he has to buy according to the number of people in the family; he prepares his credit card, which will be using for payment. In the store, he gathers the items and start scanning one after another. As he wants to avoid making errors, he watches carefully when he scanning items. He buys fruits, vegetables, ice cream, cookies and put in different bags. Check the list to be sure that he got everything he wanted to buy. He uses his credit card to pay and then leave the store after 45 minutes     Elderly Person Shadowing Description of the task: At 5:00 PM, Brother Leo is shopping at Jewel grocery store located at Clark, using self-check out machine. He has been shadowed while he was shopping. He checked out 30 items. Environment: many people walking in the store waiting in line. This was a good occasion to use the self-checkout. Even there, those who decide to use it had to line up. Tools used:  Self-checkout machine  Grocery items  Credit cart Process observed:  Gathering items and scan  Putting items in bags  Entering the code for credit card for payment Results of tasks: The participant did not have a problem to find what he needed because he knows very well store and could easily find easily with the list he made. He did not waste time. He processed correctly when he uses the self-checkout machine, but he needed only his glasses. 10 Group: Team Cyan - Project 3: User Shadowing For payment, the first time he swiped his card nothing happened because he used the wrong side. The second time it was fine. Self-Checkout Diary - Elderly Person Today’s Date: 3/03/06 Total number of items checked out: 30 Goal for using Self-Checkout: Increase customer satisfaction and provide greater ease of access to service and save time.. Please describe your experiences while using the Self-Checkout interface. Your description may include: Self-checkout machine is the facility provided by the grocery stores to the clients for easy checking out the goods. Almost once a week I use self-checkout machine to buy foods for a family of five people. I usually buy food and fruits in Jewel and Dominick’s; it takes me about 30, it depends of the number of items To complete the task, I need to go to the store with a list of good I want to buy, and then I have to pick up items in order. When I cannot find items, I ask help and I always get someone who can help. Using a self-check out machine is the way to avoid being in line waiting for a long time. I scan every item and place in the bag. I usually use my credit card. Please describe any problems in detail: It happens sometime that somebody ahead you do not understand how to use the machine, because of him you have to wait for a long time more than you expected. Severity 1-5: 3 ( A severity of 1 means that it’s an annoyance or an observation, and 5 means that it’s a catastrophic problem that prevents you from accomplishing your goal) Insight/Solution-If you were able to find a solution, please describe how you solved it To solve the problem, you need to find a store person, watching for people in need help. What is your opinion of the Self-Checkout interface as a service? I can say that even the system is good, but it is taking away jobs. Instead of machine, some people can be there. Has your opinion changed since the last time you used it? No , my opinion has never changed The Current Time: 5:00 PM 11 Group: Team Cyan - Project 3: User Shadowing Other comments. Are there any other issues you would like to tell us about or questions you’d like us to answer? No, I do not have any other comment. Use Case Scenario—Stay at Home Mom      Stay at home mom will simultaneously watch children while scanning grocery items. Mom will use credit card as method of payment. Mom will try to prevent children from interfering with the process of checking out e.g. Put a stop to children placing hands on scale while fruits and vegetables are being weighed. Mom will try to place items in separate grocery bags according to food type. Mom will put fruits and vegetable on scale for weighing while searching for code to enter. 12 Group: Team Cyan - Project 3: User Shadowing Use Case Diagram 13 Group: Team Cyan - Project 3: User Shadowing Stay at Home Mom Shadowing Description of tasks: 42 grocery items were collected while shopping at dominicks grocery store located near Hollywood beach in downtown Chicago. Participant will be shadowed while the process of the self-check out machine is observed. Environment: Thursday evening March 2 at 6:30pm; a crowed and busy evening, with many grocery shoppers gathering items on their way home from work. All self-checkout machines are functioning properly with an attendant near by. Tools Used:  Self Check out machine  Grocery Cart  Grocery items Process observed:  Items were taken from grocery cart and scanned.  Items were placed in a bag.  Groceries were weighed if needed and codes entered  Method of payment was decided e.g. cash or credit. Results of tasks: Participant was observed having difficulty removing and scanning items together with overseeing the safety of her children. Participant developed a “steady flow” i.e. children would hang onto mommy’s leg while she scanned two or more items. When scanner did not read a grocery item properly, the “steady flow” was interrupted was lead to frustration and the amount of time to complete checkout process to increase. As noted in our prototype a four-bag arrangement rather than the one bag would have contributed to the “steady flow” by helping mom with organization of grocery items. The weighing of grocery items and entering of codes was time consuming for the following reasons:  Children had removed fruits and vegetables from bags so items that were found later in the checkout process had to be weighed and codes entered again.  Difficulty in finding “correct” codes.  Children were pressing on scale as it was being used Payment of grocery items included the following steps:  Selecting cash payment or credit payment  Swiping credit card in machine slot  Selecting NO for cash back  Selecting Yes for amount to be charged 14 Group: Team Cyan - Project 3: User Shadowing The payment process seemed to go quickly and without incident. Self-Checkout Diary – Stay at Home Mom Today’s Date: 3/03/06 Total number of items checked out: 42 Goal for using Self-Checkout: To speed the process of checking out grocery items, avoid crowds, and to save time. Please describe your experiences while using the Self-Checkout interface. Your description may include:  What you checked out: Items for doing laundry, various food items for breakfast, lunch and dinner to last one to two weeks. Household cleaning supplies. Personal hygiene products for mom and dad. Magazines.  How long it took: 27 min  Your procedure for completing the task: Items were taken from grocery cart and scanned.  Items were placed in a bag.  Groceries were weighed if needed and codes entered  Method of payment was decided e.g. cash or credit.  Any difficulties: Interference caused by kids made the amount of time to check out doubled. Difficulty in entering codes for fruits and vegetables. Unexpected incidents (describe what you had expected and what you actually went though. In my delusion state of mind I expected the kids to stay near me and not to interfere with mommy checking out the grocery items. I had to weigh fruits and vegetables twice or three times because the items were out of the bag and spread out. Please describe any problems in detail: Problem feature name/description: Severity 1-5_______ Find codes to enter for fruits and vegetables Rating 5 Lack of multiple bag containers for organization of groceries 3 Having to do Tasks multiple times i.e. having to re-scan fruits and vegetables. 5 The Current Time: 1:00 PM 15 Group: Team Cyan - Project 3: User Shadowing ( A severity of 1 means that it’s an annoyance or an observation, and 5 means that it’s a catastrophic problem that prevents you from accomplishing your goal) Insight/Solution—If you were able to find a solution, please describe how you solved it What is your opinion of the Self-Checkout interface as a service? Needs some improvements but it does have benefits that can benefit the customer and the business. Has your opinion changed since the last time you used it? This time was worse and the amount of time to check out was doubled. Other comments: Are there any other issues you’d like to tell us about or questions you’d like us to answer? 16 Group: Team Cyan - Project 3: User Shadowing Use Case Scenario—Student           Student would complete the check out system as fast as he/she can Student will use credit card or cash as method of payment. Student will have a problem with his/her credit card Student may encounter a problem with the baggage claim Student will try their best to solve the problem before asking for help Student will scan all item Student will weight all vegetable and/or fruit Student will have very little problem completing each task Student will pay with their debit card and enter their pin Student has completed the transaction and will get their grocery and receipt. Use Case Diagram Scan Each Items Ask for help Credit card Weight/ Lookup Perishable Gather bag and take receipt Bag Items Problem with credit card Baggage causes problem Ask for help 17 Group: Team Cyan - Project 3: User Shadowing Student Shadowing Description of tasks: All grocery items were collected before completing the selfcheckout lane. Participant will be shadowed while the process of the self-check out machine is observed. Environment: 4:00pm Saturday night on March 4, 2006. There was a good amount of people on both the self-check out and regular lanes. There was 4 regular check lane open and 6 self check out system. Tools Used:  Self check-out machine  Grocery Cart  Grocery items Process observed:  Items were taken from grocery cart and scanned.  Items were placed in a bag.  Method of payment was decided e.g. cash or credit. Results of tasks: Participant stopped for a while when deciding how to check out the onion. He had to choose from two options, enter bar code or select from a list of items. Participant was confused on why he was asked how the onion was contained. You can select from a variety of options like “No container” to “In a Bag”. Participant had a little problem with the baggage claim. It was telling him that the item was removed from the bag when it was not. The participant took the item out and re-bag the item will a little more force. The participant had a little confusion at the end of the transaction. He paid in cash and the change where it was dispensed was visible but the bills where located under the scanner. It would make more sense if those were located in the same area. In addition the receipt was also located in the different place. It would make more sense if they were all at the same area and was dispense in logical order. Good thing that the machine reminds the users to take their money and receipt. I can tell that some people can be in rush a not get their receipt or money, especially when there is distraction like people in line waiting to use the self-checkout. You can tell that the participant was trying to complete his transaction really quickly. He wanted to be in an out of the grocery store fast. At some point you can tell that the participant was familiar with the system and had no patient to really look at all the options but selected what came to him first. 18 Group: Team Cyan - Project 3: User Shadowing Self-Checkout Diary – Student Today’s Date: 03/05/06 Total number of items checked out: 5 Goal for using Self-Checkout: Convenience and easy check out lane. I would like to be n and out of the store ASAP. Please describe your experiences while using the Self-Checkout interface. Your description may include: What you checked out: Onion, tortillas, can of salsa, baking pan, ground beef. How long it took: Less than 10 minutes Your procedure for completing the task: Take the item from the car, scan each item, then put it in the baggage section, and finally paid with cash. Any difficulties: Yes Unexpected incidents (describe what you had expected and what you actually got) The baggage claims that I item was remove from the baggage even though it was not. Selecting how the onion was contained was confusing. When checking out the onion… it asked to select by finding the item or entering the bar code. I did not select the bar code but selected to find the item from a list. My only concern was that 1, how would I know what the bar code is for the item if it does not have a bar code sticker on it. Was I supposed to remember it or write it down before I go and check-out. 2, it also gave me the option to select the item, well I was checking out an onion and on the list it had more than one type of onion. How would I know what onion I got? The Current Time: 2:07pm Please describe any problems in detail: The baggage claims that the item was removed from the baggage when it was not. To correct the problem I took the item back out of the bag and placed in the bag with some force so it can sense that the item was bagged. 19 Group: Team Cyan - Project 3: User Shadowing When checking-out the onion, it asks how the onion was contained and I selected that there was not container. They had other selection but I choose from the first one. I was not expecting the machine to ask that question. I do not know if it was the correct one to select or not but it let me proceed to scan the next item. I was confused with which onion on the list do I selected and to me it seem like I can choose which ever I want to. I can literally scam the check-out and choose an item on the list that cost less that what I have purchase. It seem like there is no verification except the person overlooking the check-out Lane. Problem feature name/description: Severity 1-5: ( A severity of 1 means that it’s an annoyance or an observation, and 5 means that it’s a catastrophic problem that prevents you from accomplishing your goal) Baggage – 2, it was annoying Container – 2 just because it let me proceed but I was not sure if that was the correct one to select from. It really did not make sense to me. Select from list – 3 just because there is no validation of what item is and you can select from a list of item. Insight/Solution—If you were able to find a solution, please describe how you solved it: I was able to find a solution but there was some uncertainty. It was not a major problem and it did not affect me not to complete my transaction. What is your opinion of the Self-Checkout interface as a service? Ok… maybe be confusing at time but I am sure if I took my time and not rush I might not have much of a problem, but the only point was that I wanted to use the self-check out for convenience so I did not have time to study each section of the self-check out. I selected what I thought looked correct and allowed me to complete my transaction. Take a bit longer then the server does at times. Has your opinion changed since the last time you used it? Nope Other comments. Are there any other issues you’d like to tell us about or questions you’d like us to answer? No additional Comments 20