The bottleneck wasn't inside the app

Story

Older shoppers often hadn't gotten their phone out when the cashier assumed they didn't use the app and handed them a paper receipt instead. Users didn't give up—the lane had already moved on without them.

The official app never entered the interaction in those moments—not because the person abandoned the task, but because the social default at the register was faster than opening the right screen.

For people who did get their phone out, a second friction showed up in the product: scan and barcode were not the obvious first move on home. That combination—speed at the register plus buried entry points—is what pushed scan-first hierarchy and a carrier surface you can reach without opening the full app.

Solution

Home-screen widget: put the mobile barcode one step from pocket so checkout does not depend on launching the app and hunting for the right screen. Pair that with a scan action locked to the most prominent position on home—visible on launch, not displaced by promos or personalization.

A home-screen widget surfaces the carrier barcode at checkout without launching the full app first.

Where this lives in the work

• User research journey—competitor benchmarks, five audience groups (including low vision), and the thread from reviews to shipped patterns.
• e-Invoice case study · key outcomes—scan-first home, before/after, and outcome framing.