POINT OF SALE
Wayfair 2024
OVERVIEW
Wayfair launched its first brick & mortar stores using a 3rd party platform as its Point of Sale (POS) system. The vendor & system was not ideal for us: the experience was built for frequency use cases and the time it took to receive customizations from the vendor was exorbitant. Wayfair had also just launched its sales floor tool - a platform that enabled sales associates to create quotes & baskets for customers. We had the opportunity to integrate transactions into the sales floor tool to create our own POS.
The team wanted to design, build, and launch the POS within a year to avoid renewing our vendor contract. This project was extremely fast paced taking a total of 2 months to design.
METHODS
Workshop Facilitation
Paper Prototyping
Lean UX
Usability Study
DESIGN PROCESS + ASSETS
I kicked off this project with a workshop focused on identifying the requirements for our POS system and any changes that needed to be made to our sales floor tool. We aligned the team around the need for the tool to enable both quick transactions at a fixed POS station as well as a longer facilitated shopping experience on the sales floor.
My product partner and I prioritized the output of the workshop into our MVP requirements which included: 1) adding & modifying items in baskets; 2) adding assembly and warranty; 3) enabling discounts & promotions; 4) changing fulfillment/ shipping options; 5) taking payment in the form of cash, credit, store rewards, and gift cards; 6) taking returns ; and more.
I created multiple concepts for the core navigation of the POS & sales floor tool. I tested out these concepts with store associates using paper prototypes. I found that separating the ability to shop the sales floor with a customer and transact on a basket was most intuitive for users.
After refining concepts in wireframes, I created prototypes for both quick transactions and extended selling interactions. I tested the prototypes with users in-store and found that associates found the experiences easy to use.
MVP DESIGNS
RESULTS
The team built the new system in 8 months. This enabled us to not renew the contract with our vendor - saving Wayfair over $200,000 annually.
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With this new system, checkout times decreased by 50% and transactions directly on the sales floor increased from 17% to 25%. We also received overwhelmingly positive feedback in our qualitative post-launch survey.
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As of March 2025, over 13,000 items have been sold through the new POS - amounting to over $14 million in gross revenue.
Everyone is saying how intuitive and user friendly the tool is! We are so excited!
- STORE MANAGER
These mobile POS are the most amazing thing. So efficient and effective. Thank you
- SALES ASSOCIATE