Research
- Competitor research: Visited and mapped customer journeys for Target, Walmart and Whole Foods.
- User testing: Recorded usertesting.com feedback using Figma prototypes to quickly prove/disprove ideas and sell stakeholders.
Insights
- Users want to understand and control being tracked, but generally trust tracking.
- Users prefer disabled tracking while the app is not open.
- Users look for designated signs/locations at stores.
- We should set the users expectation on how long the pickup should take.
Minimum Viable Product (Web)
Post Launch Insights and Decisions
- Accuracy is more important than speed, we needed to adjust our focus and metrics.
- Users should be able to make adjustments until order assembly.
- Refunding and fixing orders should be easy if we want repeat customers.
- Users need a consistent location to manage their order.
- We communicate different messages through SMS, email and push notifications. If a user isn't looking at text messages, they will miss important notices.
- Employees have figured out various ways to game the system and skew pickup time metrics.
Example Decision
How do we find customers after they've arrived? Geolocation can only get us so close.
