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Multiple Pickups

Multiple Pickups

Multiple Pickups

Multiple Pickups

Multiple Pickups

Multiple Pickups

Design Snapshot

Design Snapshot

Design Snapshot

Design Snapshot

Design Snapshot

Design Snapshot

Design Snapshot

Design Snapshot

Design Snapshot

Design Snapshot

Design Snapshot

Design Snapshot

Design Snapshot

Design Snapshot

Design Snapshot

Role
Lead designer
Project Length
One and a Half Months
What I'd like you to know
Every partner was new to this way of working so I was not only leading, but also using this project as an opportunity to educate.
What I did
contextual inquiry
visual design
interviews
facilitation
prioritizing
prototyping
HMWs
OGSM
in store testing
road mapping
all workshop materials
business analysis
Who I worked with
Software Engineering
Product Management
Loss Prevention
Store Operations Planners
Industrial Engineering
Reliability Engineering
Project Overview
Originally, the pickup flow was designed to handle one order pickup at a time from start to finish. The goal is to allow processing of multiple pickups in the same flow in order to increase customer and associate efficiency. This is important for Drive Up pickups, so that the associate does not need to make multiple trips when more than one car is waiting.
Problem Space
"How might we allow the
processing of multiple pickups in the same flow
in order to increase associate efficiency and reduce customer wait time?"
Understanding the Space
Right out of the gate, it was our team’s focus to get on the same page about the problems contributing to associate inefficiency and thus increased customer wait time. We mapped out the associate flow and the process involved immediately brought a sense of visual weight to the need we were about to solve for. Duplication in effort ran rampant.
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We also set aside some time to understand what kind of associate we were serving in our design and narrowed down into the non-seasonal store associate. This process taught us a lot about the daily stresses of the associate and how duplication & context-switching only served to exacerbate associate pain points.
Associate Journey Map
Associate Empathy/ Persona Building
Ask me about how these informed our team go-forward strategy!
Prioritizing the needs
Prioritizing the needs

Creating the journey map provided the buy-in from all involved stakeholders and we aligned on the problem space. From there, I was able to immediately launch us a prioritization exercise where we explored what was causing this inefficiency.

Ask me about how I got stakeholders on board with this sort of thinking!
Co-Designing at its finest
Being involved in the design process was a first for many in this initiative. I lead several sketching exercises in order to get our subject matter experts’ ideas into the forefront of our design.
Crazy 8 Design Exercise + dot voting
queue system + alphabetized hold locations
queue system + car details
notification based queue system
queue system with all order visibility
wifi in parking lots
queue system
queue system + multiple assignments
list of available orders + multiple selection
Design Studio Crazy 8's
Synthesizing & Solutioning
Taking the insights and concepts gleaned from co-designing as a team, I synthesized all the most relevant feedback and created our first mockup. From there, we moved into requirements, MVP discussions, and customer flow discussions to be built into a final prototype. We tested in Wisconsin, Florida, & California over the span of several sessions and with over 20 associates.
Original

Co-design session outcomes

Queue feature added
Ability to see all pickups
Condensed search/ scan bar
Elevated customer info

Iterated on Business feedback
& performed in-store testing

Added container ID's
Provided clarity around assignment status
Added customer parking spot number

Iterated on Customer feedback
& performed in-store testing

Improved font sizes
Provided clarity around status of order
Improved clarity around container number
Added customer initials to parity bag labels
Removed customer name due to privacy concerns
Removed "All Assigned" due to eng feedback
Removed completed orders due to eng feedback
Ask me about how I balanced business & customer needs when building these!
Hypothesis

“When multiple customers are waiting to pick up orders, the process will be more efficient if the associate does not have to process each order one by one, as this results in an acceptable wait time for customers even during peak pickup traffic times."

Release & Results
While we kept an eye on the health of the entire product, there were four key metrics we looked to for success during launch. This was our first year with drive-up during holiday peak (order volumes of ~1,000 orders processed per store per day), so there weren’t baseline metrics to compare against. Instead, we tried to match our non-peak scores & metrics during a time when we are usually overwhelmed with orders, and found great success.
Average
Customer
Wait Time

Average wait times have increased with increased volume, but at a slower pace and below the 5 minute mark at a total company average level

Customer
Satisfaction
Score
Associate time
per transaction
3.7% reduction
Associate
Comments
requests to expand queue functionality to more processes
“The update to be able to take multiple cars at a time is super helpful. It would be nice to be able to create a list in order to take multiple in-store customers at once, much like the curbside orders… “
Roadmap
Roadmap
Aug 2020
Project Kick Off
Introductions | Current Flow | Agree on Problem Areas | Prioritize Problem Areas
Wed 26th
Problem Areas Assessment
Discuss Roadmap | Asses 5 Problem Areas | Prioritize | Fears/ Concerns | Inspiration Hunt
Thu 27th
Ideation
Crazy 8’s Exercise | Solution Sketching | Discussion | Dot Voting
Mon 31st
Sept 2020
First draft mockups
Figma mockups drafted
Tues 1st
Mockup Review & Revisions
Discussion | Revision | Learning outcomes discussion
Wed 2nd
Test Planning & Review
Discussion | Revision | Learning outcomes discussion
Thu 3rd
Wisconsin & Florida Testing
Discussion | Revision | Documentation | Synthesis | Shareout
Wed 9th
Wisconsin & California Testing
Discussion | Revision | Documentation | Synthesis | Shareout
Mon 14th
Revisions
Figma work | Feedback Synthesis
Tues 15th
Review & Dev Story Building
Discussion | Revision | Story Building
Wed 16th
Oct 2020
Pilot Testing
Discussion | Revision | Learning outcomes discussion
Mon 26th
Pilot Testing
Discussion | Revision | Learning outcomes discussion
Tues 27th
Go live
Discussion | Revision | Learning outcomes discussion
Wed 28th
Future
In Store Multi-Pickups
Process multiple in-store pickup orders simultaneously
2021
One Page Processing
Process orders simultaneously on the home screen alone
2021
Order History
Provide visibility into completed orders for accuracy & auditing
2021
Rhobust Offline
Cache valuable customer and order info for when processing orders outside the store
2021
Any other questions? Reach out to me below and I'd love to chat!
Justice
justicejuraschek@gmail.com
(571) 338-0227
Austin, TX
01. Proj Stats
02. Overview
03. Understanding
04. Prioritization
05. Co-designing
06. Solutioning
07. Results
08. Roadmap