Lauren Siegfried in ITD
Point of Sale Quick Guide
"Point of Sale Quick Guide" job aid was designed to assist retail associates when completing transactions when using a complex Point of Sale system.
Project Objectives
The objective of this project was to ​research and design a solution to the business issue of a shoe retailer where retail associates were experiencing difficulty while completing transactions using the Point of Sale system. It was found that there was a 5% loss of revenue due to the inconsistencies with transaction completion, a 20% turnover rate among retail associates, and a decrease in the quality of customer service provided.
A job aid was proposed and developed to be placed at each register for retail associates to reference as needed while completing various forms of transactions. The physical job aid includes a step-by-step guide to complete each transaction that is required of associates to reduce the number of transaction inconsistencies and increase the quality of customer service. The objectives were met and the product was highly regarded.
Before beginning to design this job aid an analysis of the issue was conducted and learning personas were created. Understanding the full issue at hand was critical to designing an effective solution. Learning personas were also crucial to the development of a deliverable that was meaningful and efficient in assisting the associates based on the primary learner persona.
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To design the job aid, meetings were held with the store manager of the shoe retailer to walk through the full process of each transaction and develop a deep understanding of each procedure. Canva was used to design a visually appealing job aid that associates could quickly reference with ease while on the job.
Project Process
Lessons Learned
Through this project, I learned the high value of both needs and learner analyses. In-depth and well-rounded analyses of both the issue and the learners participating in the experience allows for the development of learning materials that will be meaningful and effective.
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The detailed design of each Point of Sale system step took a significant amount of time and a large learning curve to overcome but I thoroughly enjoyed the attention to detail that this project required.
