Radically Re-imagining the Sam’s Club Exit Experience for Members

Project Overview

A combined two class project for Sam's Club that explored technologies that could potentially reduce shrink and improve the exit process. The research phase was done as collectively, but groups were formed to present each idea as a storyboard.

My Contributions

I aided in different Mural boards and where needed in the creation of the front end content. In my group, we brainstormed ideas and produced the content for the presentation together.

Service Design Practice

1 week

In a different group, we went through the service design process using material from Sam's Club. The hypothetical scenario consisted of ideating ways Sam's Club could aid with the COVID-19 vaccine rollout.

The process began with a service design canvas in which we came up with a rough idea for a potential Sam's Club vaccination rollout. Afterwards, we filled in a data collector, in which we assumed the tasks separated into four stages: Awareness, Registration, Appointment and Post-Appointment.

In a Mural Board, as a group, we went through the rest of the activities. From a bubble-up process we took the top pain points and began ideation ways to address them. Then, we voted on the top ideas and added them to a rough timeline. Afterwards, we grouped the ideas into themes and came up with a Who What Wow for each, which we turned to storyboards.

This assignment was meant to get us comfortable with a service design process and prepare us for the official project. All of our information was based on assumption with minimum validation.

Storyboard Practice

1 week

To gain experience with storyboards by exploring future aspirations and emerging technologies.

The first storyboard is the one produced from the Service Design Practice. Others were quick sketches to show some of my ideas and dreams. I used a variety of styles to experiment with different ways of storyboarding.

Research

3 weeks

Sam's Club employees were involved in the process to validate our insights and assure we stayed on the right track.

From a data collector filled in by Sam's Club employees, the class was able to create a service design blueprint. Paints points and opportunities were marked and validated.

Personas from 2016 were reframed to better match the current year and new technologies Sam's Club has improved on since then.

A stakeholder map was created to understand the back of house processes to keep in mind when brainstorming ideas.

Other research methods consisted of interviews, photo journals and empathy immersion activities.

My group created multiple iterations of our final ideas. Shown are mine, illustrating potential features the widget could incroporate.

Deliverables

1 week

Our group presented our top three ideas as storyboards and noted the consideration Sam's Club should keep in mind with each. Most of the presentation has been omitted due and only our groups work is shown.