In the current state, Kroger's self checkout system has over 80 intervention types. It was determined in previous research studies that the most frustrating part of self checkout is running into an intervention where you need associate assistance.

With the development of Kroger's Next Generation Point of Sale, there was a sizable opportunity area improving this experience.

I wanted to involve our internal stakeholders in this effort early on so I gathered representatives from retail ops, architecture, tech partners, product, and design to see what our initial questions for users would be and if we had any opportunity areas in mind already.