WW Point of Sale User Interface Redesign

Client: Self-Initiated Conceptual Project
Completed: April 2019

WW (formerly WeightWatchers) is a global wellness technology company and one of the premiere weight-loss companies in the world. Principal, Jack Henry has been a member of WW Canada since April of 2016 and has since lost close to 120lbs. When he reached his goal weight he began working for WW as a Service Provider both weighing in members as well as coaching workshops with members.

WW’s Point of Sale system is a proprietary system, built in house, called the Member Engagement Gateway or MEG for short. In this role he had the opportunity to utilize the MEG with actual customers and he noticed that there were several areas where the user interface could be improved. He decided to utilize his design background as well as his knowledge of WW and the check in process to create an interface that allowed Service Providers to provide a seamless weigh in to members.

WW MEG UI Cover.jpg

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Research

Much of Jack’s research and analysis came from his own first hand experience on the front lines with members as well as speaking to other front line staff members about their experiences with the software and what their pain points were.

Some of the pain points that Jack, as well as others, found in the existing software included:

  • Too many steps to process a member / Too many taps

  • Overuse of popup notifications that had to be acknowledged

  • Unclear payment requirements / Wasn’t always clear that the member owed money until the last step of the process

  • Accessibility / Low contrast screen with small type and clickable icons / Average user was between 50 and 80 years old.

Design Solution

The final design was a solution that solved each of the pain points that Jack noted Below is what he did to solve the pain points in the new interface

Too many steps to process a member / Too many taps
Jack merged three screens, the weigh in screen, product purchase screen and payment method screen into one screen and removing unnecessary alerts and moving them to the body content of the screen. This gives the Service Provider more time to interact with the member and ask “High Mileage Questions” to engage the member in their journey.

Overuse of popup notifications that had to be acknowledged
See above. Jack removed all popup alerts from the process where the old system could see up to 5 popups, adding 5 extra click to the process.

Unclear payment requirements / Wasn’t always clear that the member owed money until the last step of the process
Jack has designed the weigh in page so that if a member owes money it displays a selection for paying by Debit or Credit rather than the standard “Done” check mark. One of these have to be pressed to complete the weigh in so it will remind the user that they need to collect the Debit of Credit sale from the member. All WW locations are cashless so a Cash option was not required.

Accessibility / Low contrast screen with small type and clickable icons / Average user was between 50 and 80 years old.
Jack used a high contrast of white on dark blue, with orange included as an alert colour to draw attention to the information, as well as large icons that can easily be seen and pressed. He also used a legible font at a larger typeface for any users who may have limited vision.