Kroger Pay: In-Store Experience ā Case Study
Streamlining Checkout to boost speed, trust, and loyalty
Role: Product Designer
Employer: Kroger
Platforms: iOS & Android
Areas: Research & Design
ā ļø THE CHALLENGE
Manual card entry and separate loyalty scans made checkout slow and clunky.
Customers wanted faster, more secure mobile paymentsāespecially as Walmart and Target pushed their own systems.
š KEY INSIGHT
60% wanted faster checkout
40% open to mobile pay if secure
Competitor analysis led to QR scan concept
ā 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.
š IMPACT
š 30% faster checkout times
š³ Increased Kroger Pay usage
š Higher loyalty + retention
š§ 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
šŖ REFLECTION
What Iād 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.
