DESIGN THINKING

TITLE: BILLING SOLUTION IN BIG RETAIL SHOPS

GROUP NO. 7
PGDM(B)

SHAILY OSTA
SHASHI SHARMA
VAIBHAV SINGH
RISHI NATH BHARGAVA
DEVENDRA SINGH RATHORE
 EMPATHY

We observed that in big retail shops, as compared to the footfall and

the customers in those shops, the billing counters were few in

number, especially in shops like big bazar and spencer’s. Because of

very few billing counters as compared to the number of customers, it

causes, a lot of waste of time of the customers at the billing counter. It

also causes bad shopping experience for the customers and also

creates a lot of chaos.

It takes almost 5-7 minutes on normal working days to get the items

billed and almost 12-15 minutes on special occasions like festivals.

Many customers are seen leaving their carts and going without even

purchasing. When asked, they told that they are leaving due to big

que and that they would rather buy the goods from small shops to

save time and labor.

Also people drag their cart to parking lots so as to keep the purchases

in their vehicles, this too consumes a lot of time and labor of

customers and the carts usually create traffic in the premises.

 DEFINE

The main problem is chaos and too much billing time that leads to a

lot of confusion and irritation among the customers as well as the

employees, that ultimately reduces footfall.

We observed that the problem can be worked upon and can be

solved.

The chaos can be reduced by shifting the billing counters and It will

help in reducing the billing time of the consumers. It will reduce the

crowd too.

This again will lead to good shopping experience for the consumers

as it will save their time, labour, and will also decrease the frustration

of standing in long ques and will also increase employees’ efficiency

as would work away from the crowd.

Also people can bring their vehicle to the checkout counter and

directly keep their cart and go home rather than dragging the things

into the basement to their vehicles.

 IDEATE

We, as a group have come up with the following idea:

Instead of billing counters inside the shops, we will create checkout

counters at the outer premises of the shop.

Their will be conveyer belts where the customer will keep his cart,

once the cart is kept, he will have to scan the card he has been

prescribed, that will be linked to his contact no and will be given a

cart no.

Now the cart will move through the conveyer belt and move into the

billing room. Because it is a room and customers are not in there,

there will be many employees working there to bill the carts so that

billing will be done in minimum time possible. Once the billing is

done, the cart no will be displayed at the checkout counter and the

customer can pay and take his purchases. A customer may or may not

bring his vehicle to the checkout counted, depending upon his/her

wish.

NOW, there will me many people who would place their cart but

would not show up at the billing counter to collect their cart, in this
case a penalty of Rs 20-30 will be deducted in their next purchase

just like it happens in ola cabs.

PROTOTYPE
 CONCLUSION

Sales

DID NOT LIKE

THE IDEA
36% LIKED THE IDEA
64%

We talked to 50 customers waiting in a que in big bazar and told

them our idea and asked them if they liked the idea of new billing

system or not and most of the customers replied with a big yes.

BUT there were also some who did not like the idea.

So, out of 50 people, there were 32 people who liked the idea while

the remaining 18 were not so confident of the idea.