Case Study: Trigo

Case Study

Overview

Trigo is a technology company transforming traditional retail through autonomous, checkout-free shopping experiences. Their computer-vision and AI-powered platform enables shoppers to enter a store, pick up items, and leave without visiting a cashier or using a card terminal at the point of sale. The billing and receipt process happens automatically via a linked mobile application.

Operating across physical retail environments in multiple markets, Trigo’s platform must perform flawlessly at every step of the customer journey. As the technology scales to new store locations, global QA becomes a critical priority, not just for validating the in-store experience, but for ensuring the reliability of the billing and digital receipt ecosystem that underpins it.

Industry: Autonomous Retail / Physical Ecommerce

Company website: https://www.trigoretail.com/

Company size: Approximately 220 employees

Location: Multiple store locations across target markets

Test object: In-store checkout-free experience, billing, digital receipt delivery, and mobile app flows

Testing Type: Mystery Shopping / Real-World Testing / Ecommerce Testing/ User-Feedback

Platform: Web & Mobile

Brief information about
the company

Challenge

Validating an autonomous retail experience introduces challenges that standard lab or remote testing simply cannot address. The technology only performs and can only be meaningfully evaluated in live physical store environments, with real shoppers behaving naturally. Testing billing accuracy, receipt delivery timing, and in-store AI behaviour requires real-world testing across actual store locations, on real devices, with genuine transactions.

Trigo needed a reliable partner capable of deploying testers across specific store locations, coordinating structured shopping scenarios within tight time windows, and delivering consistent, actionable feedback all within a compressed project timeline and without drawing on internal resources.

Challenges

Multi-Market Complexity: Validating the customer journey across multiple physical store locations, each with its own layout, inventory, and operational environment, requires locally deployed testers operating under consistent, structured conditions.
Real Payment & Billing Flows: Payment testing in an autonomous retail setting means validating that items are correctly recognised and charged, refunds processed where needed, and receipts delivered accurately, all without a traditional point-of-sale interaction.
End-to-End Journey Validation: From store entry to receipt delivery, end-to-end testing of the full customer journey, including post-purchase app interactions, is essential to identifying friction points invisible to internal teams.
Continuous Quality Assurance: With the platform expanding to new locations, Trigo needed structured monitoring and feedback to maintain consistent performance standards as the technology and partner network evolved.

Solution

Ubertesters designed a comprehensive crowd testing and real user testing program built for global ecommerce and payment testing, mirroring genuine customer behavior across real-world customer journeys, including post-purchase flows. Rather than simulating transactions, our testers conduct real purchases using actual addresses and payment methods, providing ground-truth insights that no lab environment can replicate. Test cycles run on a rolling basis across active markets, with structured findings delivered to the client team through detailed reports that highlight issues by severity, market, and journey stage, enabling fast prioritization and resolution

Solution

In-Store Visits. Testers physically visited assigned store locations provided by the client, operating as genuine shoppers within the live retail environment.
Purchase Simulation. At each store, testers completed two separate shopping sessions: a first basket of 4–8 items, followed by a smaller basket after a short break — replicating natural, varied shopping behaviour.
Multi-Store Coverage. Each tester repeated the process across multiple store locations to validate consistency of the autonomous retail experience across different environments.
Realistic Behaviour. Testers shopped freely — selecting items, returning unwanted products to shelves, and requesting staff assistance where needed — ensuring authentic, unscripted interactions with the technology.
Receipt & App Testing. Testers validated automatic billing accuracy and digital receipt delivery, including direct interaction with the dedicated mobile application as part of the post-purchase testing flow.
Feedback Collection. After each visit, testers completed a structured survey capturing their complete experience — from store entry to receipt confirmation.

Outcome

Through this project, Ubertesters helped Trigo reduce risk, protect the customer experience, and maintain consistent performance across its growing store network, catching issues before they reached real shoppers and generating actionable insights to drive platform improvement.

Performance validated in real conditions. The cashier-free shopping experience was assessed across multiple live store locations, confirming how seamlessly the technology performs in authentic retail environments and identifying where improvements were needed.
Friction points surfaced and addressed. Critical issues in billing accuracy, post-purchase communication, and receipt delivery were identified across locations and resolved before impacting customers at scale, directly reducing the risk of revenue loss and reputational damage.
Consistent cross-location experience. Customers across every store location receive a consistent, high-quality autonomous shopping experience, protecting the reputation of both the platform and the retail partners it serves.
Actionable user feedback. Structured survey data from real in-store shoppers provided Trigo with the insight needed to refine both in-store AI behaviour and the mobile application experience.
Rapid delivery with minimal internal involvement. The full project was executed within a compressed timeline with minimal time or resource demands on the client’s team, demonstrating the value of a fully managed global testing partner.

Key Success Factor

The success of this engagement comes down to authenticity and scale: real testers, real transactions, and real local conditions across every key market managed end-to-end by Ubertesters with minimal internal involvement from the client. Four-plus years of continuous global testing have allowed quality standards to evolve alongside the platform and its growing partner network.

Why Ubertesters

When your platform powers hundreds of brands across 200+ markets, there is no room for inconsistency in the customer journey. The complexity of validating real order, fulfillment, and returns flows across a distributed retailer network in authentic local conditions requires a partner with global reach, real-user authenticity, and the operational depth to run it all. That’s what Ubertesters delivers.

Real testers, real transactions. Not synthetic scripts. Genuine purchases with authentic payment methods and real delivery addresses.
Global tester network. Local testers in every key market provide country-specific insights that no remote team can replicate.
Minimal internal overhead. Ubertesters manages the entire testing cycle, from tester coordination to detailed reporting, with minimal time or resource demands on the client’s team.
Long-term reliability. Four-plus years of continuous engagement reflect the depth of trust and consistency of results delivered.