Overview
Cloud security and
onboarding process

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.

Nathan

the Store Fulfillment Associate

“When orders pile up, I just wish the system could tell me what to prioritize instead of guessing. Sometimes I’m running between aisles trying to meet pick times.”

Salary Range:

$15-$18/hr

Schedule:

Full-time

Experience:

3+ years

Tech Comfort:

Intermediate

Main Objectives

38

Male

Obstacles

Desires

Needs

Most-Used Services

Financial Profile

Want to be focused on efficiently picking, packing, and staging curbside delivery orders. Nathan aims to reduce stress during peak hours by relying on clear, smart prioritization in his workflow. He also wants better visibility.

He often feels overwhelmed when manually tracking orders, especially during high-volume periods. Miscommunication or unclear staging instructions can cause orders to be misplaced or delayed.

He hopes for a system that intelligently surfaces urgent orders and lets him update order statuses with minimal effort. He values a responsive, mobile-friendly app that supports her fast-paced environment.

He needs a system that clearly lists tasks based on priority, location in the store, and deadlines. The mobile interface must be intuitive and fast, minimizing taps and load times so she can stay on the move.

GEP Fulfillment App

Zebra Scanners

Walk-talkie

Smartphone

Problems

Problems

#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.

Usability Tests
and iterations

We conducted usability tests with 6 Store Associates, including a frequent user. We wanted to test the clarity, completion, and comprehension of our features.

Before
Lack of prioritization and low visbility to the pickup status gave low confidence to the users

After
I created modular structure with added visual cues, details and organized the structure based on user feedback

Mobile picking flow
seamless and efficient
Mobile picking flow
seamless and
efficient

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.

Are you a design geek, a movie buff, or a foodie who likes trying out new cuisines? If yay, do get in touch. ✨

Designed and built by Savani. 🙋🏻‍♀️© 2025

Are you a design geek, a movie buff, or a foodie who likes trying out new cuisines? If yay, do get in touch. ✨

Designed and built by Savani. 🙋🏻‍♀️© 2025

Are you a design geek, a movie buff, or a foodie who likes trying out new cuisines? If yay, do get in touch. ✨

Designed and built by Savani. 🙋🏻‍♀️© 2025