Kroger Pay: In-Store Experience — Case Study
Streamlining Checkout to boost speed, trust, and loyalty
Role: Product Designer
Employer: Kroger
Platforms: iOS & Android
Areas: Research & Design
⚠️ THE CHALLENGE
Manual card entry and separate loyalty scans made checkout slow and clunky.
Customers wanted faster, more secure mobile payments—especially as Walmart and Target pushed their own systems.
🔍 KEY INSIGHT
60% wanted faster checkout
40% open to mobile pay if secure
Competitor analysis led to QR scan concept
✅ THE SOLUTION
A QR-based checkout flow embedded in the Kroger app:
One scan = pay + apply rewards
Secure, seamless, and familiar
Users manage cards and billing in-app
Kroger Pay Entry Point
Kroger Pay QR Code
Users can manage their payment methods within Kroger Pay by adding a new card or editing an existing one.
Editing Billing Address
Users could also manage their Billing Address within Kroger Pay as well.
📈 IMPACT
🕒 30% faster checkout times
💳 Increased Kroger Pay usage
🔁 Higher loyalty + retention
🧠 WHAT MADE IT WORK?
Addressed pain points with one simple scan
Built trust by keeping everything inside the Kroger ecosystem
Gave users speed and rewards in one action
🪞 REFLECTION
What I’d Do Differently: Test QR placement and onboarding flows more extensively to maximize adoption.
Growth: Improved at designing seamless, secure in-app experiences and learned how small UX changes can significantly impact trust and loyalty.
