Regarding WOW. 1 minute in the checkout queue = 20 minutes of...

Regarding WOW.
1 minute in the checkout queue = 20 minutes of normal time.
Observing our local Woolies, they are really trying to lift- store looks great, fresh well stocked with quality product ( but generally overpriced compared to others ) , trolleys cleaner than the filthy ones at Coles and a generally comfortable experience.
Re your project : 1/ Never place hurdles in front of your customers that make it harder for them to deal with you. For example, if you have a credit application - don't make it 7 pages long requiring 2 tax returns and a statement from their accountant....people will pay you or they won't.
2/ Remember a cheerful $20 refund is worth $20,000 spent on advertising. ( a restaurant can serve you 50 good meals but one bad one and you move on.) KEEP YOUR CUSTOMERS HAPPY EVEN IF THEY ARE WRONG.

I speak to you from 40 years as a wholesale/retail proprietor.
Good luck.