Combining the power of RFID tags with itemized payment info to improve customer experience and increase memberships for UNIQLO.
Summary
Our team aimed to transform the shopping experience at UNIQLO by addressing key issues: long checkout times, membership integration, and trust in RFID technology.
We developed an Itemized Shopper Display to streamline checkout, improve customer engagement, and simplify membership.
By tackling these challenges with RFID technology, we enhanced the retail experience and positioned UNIQLO as a leader in retail innovation.
Role
Lead Product Designer
Client
UNIQLO
Date
2021
When customers come to the door of a UNIQLO smart store, they have a revolutionary shopping experience. Magic mirrors to help customers fit clothing and self checkout is fully automated with no scanning required.
This is all made possible with RFID (Radio-Frequency IDentification) technology.
RFID Tags
Each UNIQLO product tag has an embedded RFID tag. The tags remove the need for scanning items and provide staff with seamless inventory management.
Customers loved the seamless experience
Here's a video uploaded from a UNIQLO customer at a smart store location in Tokyo.
As an Apple Enterprise Partner, our team adopted the iPad for it’s POS hardware of choice. Our design team worked entirely in the Apple design system (HIG).
This is all made possible with RFID (Radio-Frequency IDentification) technology.
Turning Existing POS Devices into Shopper Sisplays
UNIQLO associates can turn existing iPad POS stations into itemized displays inside of the POS settings menu.
The design has four sections, each solving unique problems for the user.
Title Bar
The title bar dynamically shows the total number of items being purchased and returned. Tapping and holding the UNIQLO logo opens the secret staff menu.
Itemized Column
The itemized column displays inventory properties from the inventory management system and adds descriptions for price, price adjustments, and line item adjustments.
Totals Column
The totals column shows subtotals, tax, and price adjustments added to the transaction. It dynamically updates as customers continue through the purchase or return flows.
Membership Bar
The membership bar prompts users to add their UNIQLO membership. Customers can now quickly add their membership while an associate finishes the transaction.
The item component uses variables and boolean values to display any of the four pieces of item information including item title, service items, price, and the kept flag.
Item display type
The Item Display Type Variable shows if the line item is displaying a typical return, typical sale, or alteration.
The total column starts as a glanceable display for the amount due. Large type and ample whitespace help make the design accessible for customers with impaired vision.
The display is connected to the payment device via API, and displays actionable steps for the customer to help them complete transactions.
To start each transaction shoppers are prompted to add their UNIQLO Membership to the purchase. The itemized shopper display allows customers to add their membership by phone or manual entry before and during the transaction.
The time savings given to the POS system from RFID tags is seen in added revenue from this feature. The checkout process is now completely seamless for customers, and memberships are promoted on each sale.
The service items had to span across multiple systems, one for Teamwork Commerce, one for UNIQLO, and one for the customer facing itemized shopper display.
The partnership between Teamwork Commerce and UNIQLO has turned UNIQLO's Point of Sale System into a masterclass on using technology for retail experiences. This project successfully launched to over 3,500 UNIQLO stores and is making an impact in shortening lines and increasing memberships for millions of users.
Our team was planning on traveling to Japan to see these displays in action, but the trip was unfortunately cancelled due to covid. Our access to users was limited on the project, but UNIQLO has now taken ownership of the displays and is continuing to iterate on the esperience.