Launched project
Scan & Go – Fixing Friction, Boosting Adoption
Walmart's Scan & Go helps Walmart+ members shop faster by scanning items, tracking totals, and checking out seamlessly with their phones. However, despite its intended benefits, Scan & Go faced low adoption rates and a high transaction abandonment rate, negatively impacting both customer satisfaction and store efficiency. Over the course of a year, I led UX initiatives to address key pain points across the Scan & Go journey, aiming to increase usage, improve the customer experience, and align the product with Walmart’s broader strategic goals.
Through Voice of Customer (VOC) feedback and user interviews, we identified critical issues across the end-to-end Scan & Go experience:
Limited payment options hurt adoption.
Confusing digital scale flow led to customer abandonment.
Inefficient re-entry flow discouraged continuous use.
QR code pairing did not align with Walmart’s future identity strategy.
Through these enhancements, we successfully increased usage rates, boosted cart value, and decreased cart abandonment. During my support, Scan & Go achieved a historic milestone: for the first time across multiple launches since 2021, Scan & Go surpassed $1 billion in revenue, officially entering Walmart’s Billion Dollar Club.
Expanded payment options
Improved digital scale UX
Re-entry flow enhancement
Consistent & flexible checkout