Emotions are taking part in our everyday lives even if we are aware of it ornot. It helps us behave and to decide when we have to make decisions. A fieldone does not often associate with emotions is “serious” programmes. We liketo think that serious programmes have to remain serious. Because of that, thisis also a field where designers not often think about adding emotional designelements. This bachelor project became an explorative project whereinvestigations on emotions in online checkouts, which I chose to defineserious programme as, were conducted. The results showed that there areemotions present in the checkout, it could thus be difficult to point them out.Provocative experiments were also made to be able to discover theexperienced emotions in the checkout which one does not often think about.It showed that adding emotional design elements in the checkout can influencecustomers and their behaviour to a certain extent and that there are emotionscustomers try to avoid.

Accessible web interfaces are crucial for the inclusion and independence of all groups in society. Cognitive accessibility aims to make content more accessible for individuals with cognitive disabilities, such as people with learning disabilities (e.g. dyslexia, dysgraphia) and age-related disabilities (e.g. dementia, Alzheimer's disease). It is hard to tell exactly how many people are affected by barriers on the web due to inaccessibility, however, cognitive accessibility is affecting all users on the web to some extent. With an overrepresentation in accessibility research regarding sensory disabilities such as visual or hearing impairments, there is a need for further research on cognitive disabilities. Moreover, there is a lack of research in specific sectors (e.g., commerce, health), solutions anchored in real-world experiences affecting people with cognitive disabilities (PwCDs) and inclusion of PwCDs in the design process for web accessibility. As a contribution, this study aims to investigate the cognitive accessibility in the checkout part of e-commerce websites, adopting a form of a participative design approach. As such, a prototype of a fictive e-commerce website adopting cognitive accessibility was designed along with a counterexample prototype. The prototypes were presented to the target audience in an interaction study, featuring several tasks to evaluate the prototypes. The results showed that the prototype adopting cognitive accessibility was favoured by the users, based on the findings from the collected data. This study concludes that adopting cognitive accessibility to a web interface of the checkout on an e-commerce website is beneficial and perceived as easier to use.

The purpose of this study is to investigate customers’ needs in an online checkout system andexplain why the payment provider Klarna is so sought-after. This is of particular interest tocompanies working with e-commerce. Using cognitive walkthrough plus a test survey, this study analyses test participants experience on a test-store. Using an independent second survey, customers preferences ofpayment method, their motivation on why those payment method(s) are preferred, their preference of delivery method and the methods they mostly use today when shopping online are investigated. Using a heuristics evaluation, an analysis of the features that make Klarna apopular payment provider and those that Klarna offers but are not offered by Obseum is examined. The results show that all test-participants find the test-store easy to navigate through and give it, in total almost top score on their experience. The results of the survey show that the most preferred payment provider is Swish due it being a quick and smooth payment provider andalso because most respondents are from Sweden. The results of the evaluation show that Klarna offers the customer to save their personal information for later use when using Klarna,which Obseum does not currently offer. In conclusion, this study shows that customers like choice in payment systems offered by an online store and having the option of payment later, as provided by Klarna, is very popular with customers. Further studies are needed to investigate customers’ needs from outside of Sweden and to what the costumers usually buy online.

Background:Nordicfeel is an E-commerce company based in Vaxjo. Nordicfeel has recently approved theimplementation of a new checkout-system called “Ingrid”. The SaaS-application Ingrid is adelivery options module applied to a company’s checkout page. This module enablescompanies to customize available delivery options for the consumers based on rules andparameters associated with the consumer’s order, which the company presents. The objectivewith the implementation is to increase the net freight revenue without reducing the existingconversion rate.Purpose:The purpose of this study is to investigate how the implementation of Ingrid can increaseNordicfeel’s net freight revenue by improving the offering of delivery options. Furthermorethe purpose is to analyze whether the conversion rate of the customers is influenced by thenumber of available delivery options and by limitations in the delivery information. Finalobjective is to identify Nordicfeel’s balance between a high net freight revenue and and ahigh conversion rate between the consumers.Method:The study consists of a case study of Nordicfeel, grounded in both a qualitative andquantitative approach. The analysis method is based upon comparing expected patterns withexisting patterns. Existing patterns are gathered through interviews, focus groups and datacollection from Nordicfeel, to then analyze and identify an expected pattern.Results:The study confirms that limitations in delivery information and delivery options offered toconsumers will not significantly affect Nordicfeel’s conversion rate. By prioritizing profitabledelivery options and through small adjustments to freight prices and delivery times,Nordicfeel can increase their freight net revenue and maintain a stable conversion rate.Keywords: Checkout- System, Conversion rate, Delivery information, Delivery options,Freight Net, INGRID, Saas-Application

Syfte: Studiens syfte är att förstå hur sinnesmarknadsföring påverkar konsumentens köpupplevelse i klädbutikers kassaområde. Metod: Studien bygger på fyra fokusgrupper av ostrukturerad intervjuform. Den är av kvalitativ karaktär och har ett induktivt synsätt med inslag av det deduktiva synsättet. Slutsats: Efter genomförd studie kan det konstateras att sinnenas samspel i olika kombinationer skapar olika köpupplevelser i kassaområdet. Konsumentens köpupplevelse påverkas av över- och understimulering av sinnena.

The goal of this thesis New technologies in retailing is to describe new technologies and advantages and disadvantages of technological innovations. Than formulation of recommendations. The first part of thesis covers of the theoretical information about issues, in particular the definition of basic terms of innovation, retail innovation, Future Store technologies, trends in the USA, Germany and Czech Republic. Second part of thesis includes application theoretical knowledges by the own research in Passau, Prague and in České Budějovice.

ITAB Shop Concept är ett multinationellt företag som utvecklar, tillverkar, säljer samt installerar inredningskoncept och produkter till butikskedjor. En del av denna produktion innefattar tillverkning av kassadiskar, vilka består av komplexa produktstrukturer med hundratals ingående komponenter. På grund av att ITAB upplevde att komponenter saknades vid start av kassadiskmontaget, gavs uppdraget att undersöka orsakerna till detta. Studiens syfte var att kartlägga och analysera orsaker till störningar i ledtider som påverkar tillgängligheten på komponenter till monteringsavdelningen på ITAB Shop Concept Jönköping samt ge rekommendationer. Produktionen av kassadiskar var helt kundorderstyrd och produktionsplanering skedde med hjälp av affärssystemet Jeeves Universal. Metoden som användes var materialbehovsplanering, vilket innebär att planeringen av tillverkning och inköp baseras på kassadiskarnas produktstrukturer, lagersaldon och ledtider. ITAB producerade mellan 50-60 kassadiskar vid högsäsong och mellan 30-40 stycken vid lågsäsong. Vid insamlingen av dataunderlaget undersöktes tillverkningsorder som inte var startklara vid planerat startdatum. Detta gjordes genom daglig mätning, där samtliga tillverkningsorder inspekterades för att utläsa vilka komponenter som hade brist mot lager. Mätningarna visade att egenproducerade komponenter utgjorde drygt hälften av bristerna medan inköpta utgjorde ungefär en femtedel. Resterande brister berodde på så kallade fästelement, vilket är ett samlingsnamn för bland annat skruvar och muttrar. Dessa komponenter är lågvärdesartiklar och med hjälp av en bättre styrningsmetod skulle detta problemet kunna reduceras. Bättre rutiner för snabbinventering skulle behöva införas för att förhindra att minussaldon uppstår. Detta gäller inte enbart fästelement utan för samtliga artiklar i produktionen. För egenproducerade komponenter identifierades i vilka produktionsgrupper en störning i ledtiden först uppstod. För sex av dessa studerades rutinerna mer djupgående för att utreda varför störningar hade uppstått. De problem som identifierades var bland annat bristande rapporteringar och att data i Jeeves inte överensstämde med verkligheten. För två av produktionsgrupperna var den utförda arbetstiden mer än 50 respektive 80 procent längre än planerad. Detta medförde att planerad beläggning inte var tillförlitlig och operatörerna i dessa produktionsgrupper hade svårt att hinna med. För att förbättra detta och få en bättre planering bör regelbunden uppdatering av ställ- och stycktider utföras. Mätningarna visade även på tydliga felaktigheter mellan verkliga lagersaldon och de registrerade i Jeeves. En av anledningarna till detta var bristande rutiner vid kassationer. Då en kassation uppstod rapporterade operatören detta, men det kunde ta lång tid innan det noterades av produktionsplanerna på grund av hur planeringen i affärssystemet var uppbyggt. Eftersom produktionen var direkt kundorderstyrd innebar en kassation att en ny akut tillverkningsorder behövde släppas. Därför är det viktigt att dessa tidigt behandlas för att inte brist ska uppstå. Efter att en akutorder har släppts är det även viktigt att denna prioriteras i produktionen, vilket gjordes genom att produktionsledarna lämnade ut en lista till berörda produktionsgrupper. Detta skulle istället kunna göras med hjälp av Jeeves, eftersom systemet är försett med möjligheten att använda prioriteringskoder. Ett annat problem som identifierades i ett par produktionsgrupper var att körplanen som Jeeves utformat inte följdes. För plockning av material användes istället en lista baserad på när kundorder skulle vara klara. Detta medförde att material plockades samtidigt till monteringen och lackeringen, trots att lackering utförs innan montering. Därför bör truckförarna för kassadiskplocket följa körplanen för att säkerställa att material har plockats fram i rätt tidpunkt till respektive operation. För en av produktionsgrupperna var det svårt att följa körplanen och för att lösa detta behöver bättre förståelse för andras arbetsrutiner utvecklas hos personalen. Genom ett bättre samarbete mellan och inom produktionsgrupperna skulle det vara enklare för vissa produktionsgrupper att genomföra sitt arbete. För inköpta komponenter är det många variabler som påverkar och de problem som datainsamlingen påvisade var att inleveranser ofta blev stående i godsmottagningen. Detta medförde att materialet inte blev tillgängligt i affärssystemet även om det fysiskt fanns tillgängligt i produktionsanläggningen. En annan observation som gjordes var att material ofta beställdes till samma dag som det skulle användas i produktionen. Detta innebar att materialet behövde levereras i rätt tid från leverantörerna för att inte brist skulle uppstå. Eftersom ledtiderna för anskaffning av material var korta ställs större krav, något som inte återspeglades tillbaka på leverantörerna. Utifrån studiens resultat blev det tydligt att ITAB behöver fokusera mer på tillgänglighet av material. Därför kan det vara av intresse att undersöka huruvida det är ett felaktigt fokus i produktionen. Genom ITABs fokusering på leveransprecision och slutdatum uppstod suboptimering och operatörerna hade ingen helhetsuppfattning över tillgänglighet. Därför är det rimligt att fokusering på tillgänglighet och startdatum istället skulle skapa bättre balans i produktionen, vilket skulle kunna leda till ökad produktivitet. / ITAB Shop Concept is a multinational company that develops, manufactures, sells and installs interior design concepts and products to retail chain stores. A part of this production includes manufacturing of checkouts, which have complex product structures with hundreds of components. This thesis came to because ITAB experienced that components were missing at the start of the checkout assembly. The purpose of this thesis was to identify and analyze the causes of lead-time deviations that affect the availability of components to the assembly section at ITAB Shop Concept in Jönköping and give recommendations. The production of checkouts was completely customer-driven and the production planning was done with the ERP-system Jeeves Universal. The method used was material requirements planning, which base the production planning for purchasing and self-production on the product structures of the checkouts and also on inventory levels and lead times. ITAB produced between 50-60 checkouts at peak season and 30-40 in the off-season. To collect data material, every manufacturing order, which wasn’t ready to the planned start, was examined. This was done by making daily measurements, where all manufacturing orders were inspected to deduce which components had a shortage of stock. The measurements showed that self-produced components contributed to slightly more than half of the shortages while purchased components constituted of approximately one-fifth. The remaining shortages were due to screws and brackets. These components are low-cost products and by using a better inventory control method, the risk of shortages for these could be reduced. Better procedures for rapid update of inventory would also be necessary in order to prevent the occurrence of negative inventory balance. This applies not only to screws and brackets but for all components in the production. For self-produced components, production groups could be identified where a disturbance in lead-time first emerged. For six of these, routines where examined in more detail to investigate why the disturbance had occurred. The problems that were identified were for instance lack of reporting and that the data in Jeeves didn’t correspond to the reality. For two of the production groups, the reported work time was more than 50 percent and 80 percent longer than planned. This meant that scheduled availability was unreliable and the operators of these production groups had a hard time keeping up. To improve this and get a better production plan, planned work time and setup time should be regularly updated. The measurements also showed clear errors between actual inventory levels and the levels registered in Jeeves. One reason for this was found to be inadequate procedures for wasting. When wastage occurred, the operator reported this but then it could take a while before the production planner noted this because of how the planning was structured in the ERP-system. Since production was directly customer-driven, a new urgent manufacturing order had to be released. Therefore it’s important that these cases are noted early to avoid that shortages occur. When an urgent manufacturing order has been released, it’s also important that this order is prioritized within the production. At the time of this thesis, this was done by the production managers who gave out a list of urgent orders to the production groups. This could instead be performed with the help of Jeeves, as the system already is equipped with the ability to use priority codes. Another problem that was identified in a few productions groups was that the dispatch list that Jeeves generated wasn’t followed. Instead the operators in charge of transporting components to the assembly section and painting area used a list based on the orders completion date. This meant that the components were delivered at the same time to both these production groups, even though the painting should be done before the assembly takes place. Therefore, truck drivers for checkout components should follow the dispatch list in order to make sure that materials are transported to the correct operation at the correct time. Although, for one of the operations, it would be difficult to follow the dispatch list because many orders are combined. To solve this, personnel need to have better understanding of each other’s work routines. Through better collaborations between and within the productions groups, a better work situation could evolve. For purchase components, there are many variables that influence and one of the problems that were identified was that deliveries often were left standing in the receiving area. This meant that the material wasn’t available in the ERP-system even though the material was available within the production plant. Another observation that was made was that materials often were ordered to the same day it would be used in the production. This meant that the material had to be delivered on time from suppliers in order to avoid that shortages would occur. Given that the lead times for procurement of materials were short, it requires higher demands. These demands were not reflected back to the suppliers, which should be the case. Based on the results of this study, it became clear that ITAB has to focus more on the availability of materials. Therefore, it may be of interest to investigate whether right focus is used or not. While ITAB is focusing on delivery precision and completion dates, the operations were sub-optimized and the operators didn’t have a whole view of the material flow. It is therefore reasonable to believe that focus on availability and start date instead would create a better balance in the material flow, which could lead to increased productivity.

Service delivery in the twenty-first generation is evolving into more digital forms expanding the consumers' experience and engaging in new forms of communications to consumers through these digital forms. Despite the initiation of self- service technology being widely accepted by consumers within the retail banking industry, the supermarket retail industry has yet to experience the same form of reception and implementation of the self- service technologies (SST). South Africa, being a developing country, any conventions that lead to the country’s progression should be embraced. Thus, the introduction of SST within retail is assumed to enhance consumer's experiences, these technologies open the prospects to generate possibilities for producing new services and enhancing efficiency.The study aimed at evaluating factors of perception through the employment of a conceptualized framework from the Technology Acceptance Model (TAM). An understanding of why SSTs in retail have not been widely implemented would respond to the challenges associated with the adoption of SSTs from a consumer’s perspective. The findings, from a questionnaire survey posed, revealed that there is a high expression on the intention of using the technologies should the opportunity presents itself. Most of the participants exhibited a high familiarity with the self-service technologies, online purchasing, and self- check- out services, thus the measure of intent resulted in a high margin.

Recent studies on the Service-Dominant (S-D) logic perspective highlighted the importance of customer value. In this perspective, value is seen to be created, determined, and perceived by the customer through use or `value-in-use', which directly highlights the importance of customer participation in the service delivery process. This study used the Vargo and Lusch (2016) practice approach to understand how customers perceive the use of the self-checkout system and how value co-creation impacts the use of the self-checkout system in retail stores. This study carried out qualitative research on a retail store in Sweden, and data was collected using a semi-structured structured interview. The thematic approach was used to identify, analyze, and report patterns within the data. The data were further categorized into four themes – Convenience, Need for Communication, Cooperation, and Intention to Co-create. The result highlighted the factors influencing customer perception and intention toward the self-checkout system. The study further showed that customer’s intention to co-create is recognized as an effective practice in SST, and customer co-creation intention in SST is essential in determining their co-creation practices  Overall, this study showed that customer perceived value is determined by customer participation.