Shopper Anywhere

The Challenge

Covid 19 was a disaster to everyone, and retailers were no exception, with a lot of cuts having to be done during the first few months of the crisis.

A lot of shop clerks lost their jobs, and a lot of people were simply too afraid to walk into a store, and expose themselves to the decease. 

I was part of the team that add the task to come up with a solution for these problems. The mission was to try and find value among the crisis, and how we could turn the ship around.

Early Insights

Clients do not want samples right now.

With Covid, nobody would want to be served samples, and that means a lot of jobs and value on a full stop.

 

Not all retailers are online friendly.

Our retailers were suffering, since many of them did have online presence, but not the architecture to handle deliveries, thus, losing a lot of income.

 

Create new jobs, keep the employees

We wanted to understand how we could make better use of people who were risking losing their jobs since samples were off the table.

The approach

The requirements for this project were to create an application that would solve these issues:

  • Making sure the employees are busy and being productive;
  • Making sure retailers can keep selling, still being safe;
  • Overcoming not having a delivery system on every retailer
  • Making sure it would be user friendly to use, because the employees working won't have much time to train with the new application.

The main concept was that shoppers would make online purchases, and this information would be sent to a new app - not a delivery system. Employees would then get the list, shop for the clients, and depending on what they choose, deliver at the curb side or at a shelve inside the building.

 

From the research we found out a lot of difficulties, from start to finish of the task:

  • The employee would need help to understand exactly what to pick, and when to pick it - Specially because another client ahead might have asked for something of which he/she would be closed to.
  • The user needed to know exactly the quantities of what he needed to pick - and what if someone also has asked for some bananas in a next pick? This would be a performance problem;
  • The user would also need to have their deliveries validated by a store manager;
  • How would we motivate the user to be efficient and fast to do the shopping?

After the ideation phase, we built a wireframe of what could be our app, and tested with some users.

We found out that employees would actually prefer to have multiple tasks at the same time, to make sure they got products faster, as they could take 2, 3 orders on each run. We also learned that it would be great to show in a map where the item would be on the store, and we could actually have that info from the store managers, as they had the plans weekly.

This left us with a new problem, uploading a map and item list associated with it to the platform. Turns out our systems already had a similar, easy to update function, that the dev team could use to turn this into reality.

We worked on Lean UX methodologies, doing it along side with developers and business, delivering Minimal Viable Products on each sprint.

We ended up with a product that was easy, fun and profitable for everyone involved.

We also ended up using gamification to help stimulate productivity.

 

UI Examples

Description

  • Advantage Solutions

  • 2020

This app was developed to aid a new service that would allow people who do not wanted to get into the stores among the crowds to still get their shopping done, and also to help create new jobs during the Covid 19 pandemic.

Employees can gather the items asked by a customer on the app, and deliver them on the curb side, or at a shelf in the entrance of the store, allowing for a safe pick up.

 

My roles

Contextual Interviews

Information Architecture

Proto Personas

Findings/ recommendation report

Process Fluxograms

Ideation Sessions

Prototyping