Problem Space

• Albertsons/Safeway wants users to be able to quickly pickup groceries without leaving their car.

• My role was to design a simple interface and user experience to incorporate across our various mobile websites, apps and brands so that customers could pickup their groceries using only their phone.

Process

• Bi-weekly sprints handling multiple Jira tickets from multiple Program Owners.

• Daily stand-ups to synch with Program Owners and Developers.

• Meeting setting and communication for kick-offs, questions, updated and approvals.

• User interviews and coordination with User Research Team.

• Location visits and employee shadowing.

Result

• Created a consistent interface and flow that would fit into the existing Safeway website and iOS/Android apps for making a pickup order and picking up an order.

• [TODO]

• Allowed employees to be better prepared for a customer picking up an order.

• Encouraged repeat visitors and put more Safeway products in homes via substitutions and giveaways.

• Reduce pickup wait times, usually less than 90 seconds.

• Reduce close contact interactions during The Pandemic.

• After release: Journey map highlighting pain points to fix for version 2.

Impact

• Pickup times under 90 seconds (above goal).

• Increased program usage (above goal).

• Increased cart sizes at checkout.

• All interactions handled through app.

• This process has remained largely unchanged for 3 years.