Problem

CVS Pharmacy was in the process of rolling out a new pinpad interface for their customers to use during checkout. However, they were concerned about the usability and design of the new interface and wanted to ensure that it would be easy for customers to use.

In order to address this concern, our team was brought in to conduct usability testing with CVS customers and evaluate the effectiveness of the new pinpad interface.

Learn more about our approach here.

Solution

To begin, we created a test plan that outlined our objectives for the study and identified key tasks that we wanted participants to complete using the pinpad interface. We recruited a diverse group of CVS customers to participate in the study, ensuring that we had representation across different age groups, genders, and ethnicities.

During the study, participants were asked to complete a series of tasks using both the old and new pinpad interfaces. We collected feedback from participants on their experience using each interface and used this feedback to identify areas where improvements could be made. Based on our findings, we provided recommendations for changes to the design and functionality of the new pinpad interface.

Impact

Improved customer satisfaction with pinpad interface by X%
Reduced time spent at checkout by X seconds per customer

"This study helped us make important improvements to our new pinpad interface that have resulted in increased customer satisfaction and a more efficient checkout process."

Team

Team Member #1 - User Experience Researcher
- Developed test plan and study materials
- Conducted participant recruitment and testing sessions
Team Member #2 - Data Analyst
- Analyzed data collected during testing sessions
- Identified key areas for improvement in pinpad interface design and functionality

CVS Pinpad Interface Redesign Boosts Satisfaction