Argos – Digital Check In

At Argos, I redesigned the in-store Digital Check-In experience—a flow used by customers collecting or returning online orders at self-serve kiosks. The original design forced users to process items one at a time, creating unnecessary friction, long queues, and a frustrating experience for both customers and staff.

Through iterative UX design, hands-on user testing, and close collaboration with engineering, I introduced a streamlined journey that allows multiple collections and returns within a single session. The new flow significantly improved efficiency while aligning with Argos’ broader omnichannel retail goals.

The redesigned check-in flow delivered a notable reduction in average kiosk session time, cutting multi-item interactions by over 40%. This led to faster service during peak hours, minimized queue buildup, and reduced customer drop-offs. Frontline staff also reported fewer support requests, freeing them to assist with more complex issues.

Beyond performance metrics, the work set a new standard for how Argos approaches in-store digital UX. The scalable design system we created laid the groundwork for future kiosk updates across both collection and returns. This project became a reference point for cross-functional collaboration between UX, product, and store operations—highlighting how thoughtful interaction design can drive tangible business and user benefits.