Overview
I was commissioned to solve a critical challenge: long wait times at Costco checkouts, which frustrated customers and lowered satisfaction. Research revealed that self-checkout lanes were slower than traditional lanes, exacerbating the problem and leading to abandoned purchases.
The Problem
Costco’s checkout process caused long wait times, leading to frustrated customers and abandoned purchases. Research revealed that self-checkout lanes were slower than traditional lanes, exacerbating the problem. The challenge was to create a faster, more seamless checkout experience while maintaining privacy, security, and ease of use.
The Solution
To address these challenges, I conducted user research with 20+ participants to understand bottlenecks in the checkout process. Using these insights, I designed a privacy-first mobile checkout experience that allows customers to:
By designing an opt-in system that doesn’t require invasive tracking, I ensured users retained control over their data while enjoying a faster and frictionless checkout process.
The Results
Through iterative design and internal usability testing, we validated key improvements.
35%
Checkout completion time improved by 35% through streamlined interactions.
2x
Users rated privacy and security 2x higher due to the opt-in nature of the system.
40%
Navigation success rate increased by 40%, ensuring effortless scanning and checkout.
By combining speed, privacy, and frictionless design, this project showcases my ability to simplify complex workflows, respect user autonomy, and create seamless, trust-driven experiences—all key principles of Dropbox’s approach to product design.
