7-Eleven Store Console
7-Eleven’s Pay&Go experience allowed customers to scan products, pay in the app and leave without visiting the register.
For customers, it was seamless. For store team members, it created uncertainty. They could not easily tell whether someone leaving the store had paid or was potentially shoplifting.
The Store Console gave team members the information they needed to respond with confidence.
The risk was not only theft. Team members were concerned about approaching genuine Pay&Go customers who had completed their purchase.
This uncertainty increased frontline anxiety and threatened confidence in the wider Pay&Go experience.
I worked with 7-Eleven stakeholders to understand the operational goals, risks and measures of success. I also spoke directly with store team members. The research revealed that their greatest need was certainty. They wanted to know who was using Pay&Go and whether the transaction had been completed before deciding to approach someone.
The Store Console needed to answer three questions at a glance:
The experience had to be immediately understandable, require minimal training and work within a busy store environment.
I designed and iterated a tablet interface showing active customers, transaction progress and payment status. Prototypes explored layout, colour and iconography to make the information easy to scan, including from a distance. The design was tested with store team members before launch and refined through feedback from stores.
The Store Console reduced uncertainty and helped team members respond with greater confidence. It also supported a more constructive approach. Instead of beginning with an accusation, team members could ask whether the customer needed help with the app. Genuine customers received assistance, while a potentially difficult interaction could be handled calmly.
