Retail Store Companion App - UX Case Study
Designing a simpler, smarter way to shop
Duration: 3 Days
Role: UI/UX Design
Tools: Figma, FigJam, Miro, Excel
Problem: We’ve all been there — walking around huge stores like Dmart or Reliance, hunting for that one product, or waiting endlessly in billing queues while juggling offers, coupons, and carts.
That confusion, wasted time, and chaos became the spark for this project.
Retail customers often face three main pain points:
- Difficulty in finding products quickly
- Missing out on offers and discounts
- Feeling lost inside large retail stores
So the goal was simple
Design an in-store retail companion app that guides customers, saves time, and makes shopping effortless.
Empathize
Understanding the User
Since I didn’t have much business information, I decided to focus purely on the user side.
And honestly, I didn’t have to look far — I’m one of those users.
I love visiting Dmart or Reliance Fresh, and I always end up walking back and forth trying to find things or waiting in long queues.
So, I decided to revisit my nearby retail store — not just to pick up groceries this time, but to really see how people shop and what struggles they face. I even had my own list of items to buy, which made the whole experience more real. I wanted to notice those tiny pain points we often overlook but actually matter in everyday shopping.
Here’s what I found (and captured through images):
Each of these moments gave me clues about how navigation, visibility, and information clarity could make the entire shopping experience smoother — and that insight became the foundation for my next design decisions.
A Little Unexpected Inspiration
While thinking about different user perspectives, something funny (but useful!) came to mind — a Parithabangal “Dmart” comedy video I had watched earlier. It made me laugh back then, but now I saw it differently — it actually highlighted some real frustrations that retail shoppers go through every day.
Here are a few moments from the video that made me take notes:
Families often stand together at the billing counter — which makes it hard for others to tell who’s actually in line. Some might assume everyone in that group is waiting to bill, which causes delays and confusion when deciding which queue to join.
Imagine a husband and wife standing in line with one trolley. You think, “Great, just one family — this line will move fast.” But then one of them runs off to grab more items, returns with another trolley, and suddenly your wait doubles. It’s funny but painfully relatable!
Some shoppers enter with a clear list but get distracted by other products or offers. They end up buying things they didn’t plan for and forgetting the ones they actually needed — all because there’s no proper in-store guidance or navigation.
Even though it was a comedy skit, it gave me valuable insight into real human behavior inside stores — the confusion, distractions, and frustrations that could all be improved with better design and smarter systems.
I also called my uncle and aunt to talk about their experience. They said:
- They avoid stores when it’s crowded
- They’d love alerts about the best time to visit
- And they prefer using apps that look familiar, like online shopping apps they already know
That made me realize: People don’t just need an app — they need guidance, familiarity, and comfort while shopping.
Building Personas
Based on my findings, I created two key personas that represent different types of retail customers and their everyday struggles.
Rajesh – The Practical Family Shopper
About:
Rajesh, 45, is a father of two who does monthly bulk shopping with his wife at Reliance Smart. He prefers visiting stores but often gets frustrated when aisles are crowded or items are hard to find.
Goals:
- Shop efficiently with family
- Save money using offers
- Avoid billing confusion
Pain Points:
- Crowded checkout counters
- Can’t track what his wife already picked
- Misses out on in-store deals
2. Ananya – The Time-Saving Shopper
About:
Ananya, 28, is a busy professional from Bangalore who shops at large stores like Dmart. She loves offline shopping but hates wasting time searching for products and waiting in long billing queues.
Goals:
- Find items fast
- Avoid queues with self-checkout
- Track offers easily
Pain Points:
- Hard to locate products
- Hidden discounts
- Forgetting items on list
Based on everything, here’s what I discovered:
- Users want to find products fast, without walking in circles
- They want to avoid standing in billing lines
- They want to know about offers easily
- And they want to shop together (like family members) without confusion
So I wanted to design something that truly solves all that — not just looks good.
Ideate
Once I understood the problem, I started thinking about the features that could really help.
Key features I focused on:
- Product Search & Availability — Quickly check if something’s in stock.
- Product Details — Price, brand, quantity, and offers in one place.
- In-store Navigation — Guide users aisle by aisle.
- Barcode Scanning — Instantly scan and add items to the cart.
- Self-Checkout — Skip the queue and pay directly.
- Product Recommendations — Suggest related or nearby items.
The User Flow
Here’s how I mapped the shopping experience:
So, when the user enters the store, they can find what they need, follow directions to it, scan, add it to their cart, and finally make payment — all by themselves. At the exit, the security just checks their digital bill — and that’s it. Done.
Wireframes
Before jumping into visuals, I made sure every screen had a clear purpose.
Final Design
Since it’s a B2C app, I wanted it to feel friendly, colorful, and human — something users would enjoy using, not something that feels too corporate. At the same time, I made sure it stays clean and easy to move around.
I added a few small but thoughtful touches:
- A floating scan button — since scanning is what users do most, it’s always within reach.
- A progress bar — so users know how many items they’ve scanned and feel encouraged to finish their list.
- Missed item on cart — to remind users if they left something behind.
- A mini map — helps users see where they are and where to go next.
- Big, clear buttons — make actions easy to spot and quick to tap.
Home & Product Overview
Product Info & Scan
Navigation & Add to Cart
If I Had More Time
If I had more time, I’d love to explore a few more ideas that could make the experience even more seamless — both for users and the business.
- Shared Sessions: So family members or friends can shop together in real time, view each other’s added items, and avoid buying the same things twice. This would also encourage others to install the app, making it a win–win for both sides.
- Reminders for Elders: Gentle shopping reminders or best-hour suggestions when stores are less crowded, making the experience more relaxed and accessible.
- Voice Assistance: To help users search or navigate without having to type — especially helpful for elderly users or when hands are full.
- Smart Notifications: Real-time updates for nearby offers, price drops, or back-in-stock alerts.
These additions could really make the app feel more personal, helpful, and something users look forward to using every day.
Reflection
This project taught me that great design often starts from small frustrations.
The next time I go shopping, I’ll probably look at it differently — not as a customer, but as a designer thinking, “How can this be simpler?”
Even though it started as a practice project, it turned into a project that made me observe people, think from their shoes, and design something that truly fits their needs.
Result
A retail companion app that helps users:
- Find products faster
- Avoid queues
- Use offers smarter
- And shop confidently inside big stores
Because shopping should be fun — not confusing.