This project began by observing users return their shopping carts. About half of users correctly returned the carts to the corral. This affects secondary users such as people with disabilities and store employees.

This is a journey map of how a primary user interfaces with a shopping cart. The process begins with a series of customer touchpoints and finishes with secondary user touchpoints. 

The culmination of research shows that there are numerous reasons why a user may, or may not, correctly return their carts. However, the surprising insight was that there was an overwhelmingly large proportion of users who were not able to return the carts from their location in the Disability parking spots. Cart corrals were found to be up to 50 feet from the nearest disability parking lane.