Mobile POS Usability Testing

Project Summary

To reduce risk and ensure adoption of a new mobile point-of-sale (POS) system, I led two phases of usability testing prior to development. These studies validated critical workflows, uncovered usability issues, and informed design refinements that directly shaped what was built.

I managed a team of four designers, collaborating with stakeholders and store associates to test concepts early, refine prototypes, and hand off validated designs to development.

Problem

The new mobile POS was intended to replace fragmented desktop processes with a unified mobile experience.

This shift carried risks:

Complexity

Associates needed to complete multi-step workflows (appointments, inspections, bay assignment, work orders) on the go

Adoption Risk

Without early validation, unclear navigation or task flows could have been baked into development, leading to rework or resistance

Business Confidence

Leadership needed evidence that the design direction would work in real stores before committing to build

Approach

We took an iterative, two-phase research approach embedded in pre-development design:

Phase 1 focused on early discovery

  • Used semi-unmoderated and unmoderated remote sessions

  • Tested mid-fidelity prototypes with both corporate team members and store associates across multiple regions

  • Allowed us to quickly identify blockers in core workflows such as appointments, service queue, in-bay processes, and work orders, and refine designs before investing further

Phase 2 focused on advanced validation

  • With refinements in place, we conducted moderated in-person testing on handheld devices with store associates and leaders

  • This phase simulated real-world conditions and evaluated complex workflows like product validation, pull list, and alert center

Outcome

  • These phases uncovered issues early, validated solutions in context, and ensured the mobile experience was development-ready

  • Together, they caught problems upfront, confirmed refinements, and enabled a confident build

  • The two phases surfaced issues early and validated fixes, ensuring a mobile experience ready for adoption

Phase 1
Usability Testing

Early Testing (Corporate + In-Store)

Method: Semi-unmoderated and unmoderated remote testing

Participants: 27 total — corporate team members and store associates across multiple regions

Workflows Tested: Appointments, service queue, in-bay processes, work orders, and product validation

Goal: Identify usability blockers and refine the prototype prior to advanced testing

Key Findings

  • Overlapping terminology caused confusion (Queue vs. In Bay)

  • Expand/collapse card patterns were not intuitive

  • Buy-Online-Pick-Up-In-Store (BOPIS) order flow was unclear, leading to task failures

  • Positive sentiment for consolidated workflows: “Everything in one place, not overwhelming”

Impact:

  • Recommended edits/enhancements were added to the dev backlog including:

    • Adjusted bottom navigation and bay assignment interactions

    • Refined modals and CTA hierarchy (e.g., Add to Bay, Bay Out)

    • Updated visual clarity for BOPIS flows

  • Findings were socialized with stakeholders

  • Learnings were applied to Usability Testing Phase 2 Planning

Phase 2
Usability Testing

Advanced Validation
(In-Person, Handheld Devices)

  • Method: Moderated in-person testing using the actual mobile hardware

  • Participants: 10 store leaders and associates representing multiple regional groups

  • Workflows Tested: Advanced scenarios including notifications, alert center, pull list, and integrated work order updates

  • Goal: Validate Phase 1 refinements and test complex flows in realistic, device-based conditions

Scenarios Tested:

  1. Unplanned Purchase: Tire replacement and appointment creation

  2. Planned Pickup: BOPIS order fulfillment and product pull

  3. Unplanned Service: Aircheck leading to repair and service completion

Key Findings:

  • Participants instinctively started with Aircheck/VTV, showing continuity with existing habits

  • Alert Center and Pull List were under-discovered, highlighting training and design opportunities

  • Product Browse, appointment, and work order flows tested as smooth and intuitive

  • Sentiment: “Intuitive, time-saving, and seamless once you learn it.”

Clickable Prototypes

(links below images)

Impact

Pre-Development Impact

Conducting usability testing before development ensured the system was designed right the first time:

  • Blocked rework: Usability issues were fixed before code was written, saving cost and time downstream

  • Validated flows: Complex scenarios tested successfully in context, reducing risk of missed requirements

  • Efficiency gains: Navigation errors decreased and task completion times improved between phases

  • Confidence to build: Leadership had evidence that designs were development-ready and aligned with associate workflows

Results

  • Reduced errors and smoother task success rates across workflows

  • 90%+ participants rated the mobile POS as intuitive, convenient, and time-saving

  • Designs moved into development validated, refined, and adoption-ready

Reflection

By embedding usability testing in pre-development design, I prevented costly rework and ensured the product was built on validated workflows. Leading this initiative highlighted my ability to:

  • Direct research and synthesis for complex, enterprise workflows

  • Translate findings into actionable design improvements

  • Deliver validated designs that were ready for development handoff

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