Walmart

Reimagining the checkout experience to make contactless payments intuitive for customers and easy to support for associates.

Services :

Product Design, UX Research, Interaction Design

Year :

2026

Timeline :

16 Weeks

The Challenge

Tap to Pay looks simple to the customer, but the existing checkout experience introduced friction through unclear payment cues, disconnected pinpad and POS states, and frequent reliance on associate guidance. Bringing contactless payment to enterprise scale meant aligning hardware, customer identification, associate workflows, and payment feedback.

The Solution

Partnering across product and engineering, I helped shape a Tap to Pay flow that connected associate actions, pinpad guidance, and payment hardware while preserving phone-number capture. Clear prompts and familiar patterns reduced friction without disrupting Walmart’s existing checkout experience.

Where checkout gets clearer.

The pinpad became the customer-facing anchor for Tap to Pay—guiding phone-number capture, payment readiness, tap feedback, and confirmation through one clear, connected flow.

Behind the Work

Research

01

Conducted field research across Walmart stores, observing checkout behavior and speaking with associates to uncover workflow friction, customer needs, and real-world constraints.

Research

01

Conducted field research across Walmart stores, observing checkout behavior and speaking with associates to uncover workflow friction, customer needs, and real-world constraints.

Direction

02

Mapped the end-to-end checkout journey, aligned key touchpoints and constraints with product and engineering, and translated those inputs into a shared experience direction for Tap to Pay.

Direction

02

Mapped the end-to-end checkout journey, aligned key touchpoints and constraints with product and engineering, and translated those inputs into a shared experience direction for Tap to Pay.

Build

03

Led the interaction design across pinpad states, phone-number capture, Tap to Pay feedback, and associate POS. Partnered closely with engineering to prototype, test, and refine the experience before build.