Curbside Checkout — Kasha Speno

During pick-up time, we still wanted kids to have the freedom to choose their activities. That meant campers could be in any number of locations. However, we also wanted minimal wait times for arriving parents. Curbside Check-out was developed allow for both.

Using Curbside Checkout, and Screens Around Camp staff could broadcast kids whose parents had arrived, record ID checks, share parent messages, and track how long each parent had been waiting.

See behind the scenes on this project in my Systems Thinking Case Study.

Scope:

45 Camps around the U.S. serving about 30,000 kids

My Role:

Product & UX
CSS
Staff training materials

Outcomes:

Reduced parent wait-times at pick-up by up to 30%

Dance action at pick-up time

Checkout Protocol Encoded

At each of our many Camp locations, staff were committed to allowing kids freedom to explore while keeping them safe. Checkout required extra coordination and diligence. Curbside Checkout was built to support a number of in-person protocols including:

Upon parent or guardian arrival, curbside staff indicated a camper was ready for pick-up, starting a wait-time clock. Staff could complete an ID check at this time.
Curbside staff then announced ready campers on their walkie talkie channels
Staff assigned to different locations could see all campers with a ready status, both on Screens and on their iPads
Once a camper came to meet their parent or guardian at curbside, staff could complete checkout.

Of course, because all this was happening in the real world, the design had to support more than one order of operations. Sometimes a parent/guardian and camper arrived simultaneously. Sometimes, Camp directors would assign a separate person to check IDs after another staff member had indicated a camper was ready. My design was created to accommodate these variations in the standard use case without slowing anyone down.

Curbside Checkout demo

learning from staff

The Curbside MVP was successful in significantly reducing parent wait-times during checkout, so I worked with our product manager and staff to add requested features including pre-populated sibling check-out, better in-place support for unlisted pick-up people, and more robust parent alert editing.

I really love getting the chance to do additional design rounds based on user feedback. I learn so much and people are so happy to see their ideas and requests evolve into a new feature.