Our project’s goal was to create an all-in-one Picking and Delivery app to help retailers during the pandemic. We focused on making curbside delivery easy and safe for customers, providing a seamless experience.
Problem Space
Inefficient manual tracking led to delayed or missed orders, overwhelming associates and resulting in declining CSAT scores for curbside delivery.
Solution
Targeted a 10% order fulfillment time reduction to process orders faster.
Role
Lead UX Designer
Team
Designers, Product Managers, Stakeholders, Developers Team
Duration
6 months
Basics
who, what and why
I kicked off our project with a focus on strategy, research, and identifying our target audience—all conducted remotely due to the pandemic.
My next step involved pinpointing user pain points in the current picking and packing task flows. After completing this, I crafted a design roadmap aligned with both business goals and research.
On the user front, I was pleased to learn that our Project Managers had already engaged with our target audience—pickers and packers fulfilling orders in an e-commerce environment. They provided valuable insights, making it a simple task to consolidate the findings and create a user persona. These foundational documents then guided my decisions throughout the project.
Business Goals
Enhanced Operational Efficiency
Streamline and improve the efficiency of the picking and packing process to fulfill orders promptly.
Transparent Communication
Establish clear and transparent communication channels with customers regarding order status.
Compliance with Safety Standards
Follow safety standards to make the workplace safe for employees and customers.
Adaptability to Changing Demand
Build a scalable system that can adapt to fluctuations in demand, ensuring consistent service levels.
Problem Statement
How can we make a simple and safe system for retail businesses to handle picking, packing, and delivering orders with minimal in-person interactions during and after the pandemic?
Introducing our
persona - Nathan
I created a persona to ground every design decision in research and clarify who we were designing for.
#1- Inefficient Order Tracking
User had difficulty checking their orders in real-time, causing frustration and uncertainty about delivery status.
#2- unclear confirmation of Actions
User felt unsure after important actions like placing an order due to a lack of clear visual confirmation.
#3- Disorganized Information Retrieval
User had a hard time finding important details, like which orders took precedence over others.
Approach to
solve problem
For this project, a mixed-methods approach combining user surveys and usability testing will be employed.
Findings
#1- Order Batching Issues
Challenges in effectively batching orders for efficient picking routes.
#2- Picking Time Variability
Inconsistent picking times for different items or order sizes.
#3- Training and Onboarding
Lengthy training periods for new employees, affect productivity.
#4- Communication
Lengthy training periods for new employees, affect productivity.
Closer to User-Centered Design
After discussion the business goals, and the feedback themes with the team, I proceeded to create a flowchart to illustrate how the platform would be organized.
Brainstorming
Mobile Picking
The main focus was on ensuring the ease of use for the picking and packing process, accommodating various retail scenarios, including curbside pickup and in-store pickup, while also incorporating the needs of the end user.
Dashboard Details
for better visibility
Mobile apps having clear visibility is crucial design experience. Users need to look for batch groups. I created detailed dashboard experience for information.
Compliance with
safety standards
Ensuring compliance with safety standards, I added curbside pickup with clear instructions for a safe, contactless handover improving the overall user experience and safety compliance.
The mobile picking flow ensures seamless and efficient order fulfillment by enabling pickers to access orders on their smartphones, optimizing productivity on the go.
Business Impact
Order Fulfillment time
Targeted a 10% reduction in order fulfillment time to process orders faster.
Order Throughput
Increased order throughput by 15% to enhance operational efficiency
Picking Labor Productivity
Improved picking labor productivity by 12% to optimize workforce allocation.
Picking Accuracy
Aimed for a 98% accuracy rate to minimize errors and improve customer satisfaction.