Single queue and express checkout
Half the wait with low-cost experiments
30 s for the summary7 min for the full case
In 30 seconds
At peak time, Makro's customers waited up to 40 minutes at the checkouts, and felt it was longer. With an in-house team that had never applied human-centred design, we tested cheap, reversible solutions in the store. Designing and rolling out the single queue and an express checkout cut the maximum wait to 20 minutes in the single queue and 10 at the express checkout. The model was extended to other stores.
- 40→20 min
- maximum wait at peak time
- 10 min
- maximum at the express checkout
- 4 stores
- rolled out in 3 months
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