The COVID-19 pandemic has pushed us to a new normal. We saw exponential growth in our grocery delivery services to the point where delivery time slots were constantly filled.
We launched Express Delivery to open new slots in which customers could pay extra to have their orders expedited.
I designed the associate experience of fulfilling these Express orders which got rolled out to chain in May.
In 14 days:
End of Q2:
We saw a HUGE spike in delivery orders starting back mid-March. This led to delayed orders, full delivery slots, and our associates just couldn’t keep up with our customers’ needs.
How could we satisfy and capitalize on this increased demand in grocery?
Express Delivery has actually been live in a few select stores prior to this. However, it has been met with lots of ux issues and it wasn’t designed to be scaled out chain wide.
I put together these issues from a combination of associate feedback and doing a heuristic evaluation.
NEW OPERATIONAL PROCESS
After doing an audit of the existing experience, I worked with our PM and Business Ops team to iterate on a new ideal task flow for our associates.
Doing this helped ensure that our team was on the same page and it guided my design thinking.
This quickly became a priority project with a strict timeline of 2 weeks. So, our team moved fast on design explorations, did a few rounds of testing, collaborated with designers on the customer side, and launched successfully.
Summary of learnings from our usability test and from our review sessions with engineering.
I then worked with our partners to iterate through the designs of 2 core screens. We had to make tradeoffs for our first release due to tech constraints with our strict deadline.
Customers pay upwards of $10 to have their grocery order delivered in less than 2 hours.
This documentation was used to help our engineers and stakeholders understand the other key interactions.
In 14 days:
End of Q2:
Our team had to adapt to the new normal with remote working. Brainstorming and designing with my team virtually was difficult for me to get used to at first.
Documentation is key
With so many distractions at home, it can be easy to forget things like meetings agendas, project statuses, new requirements, etc. Using a digital tool like Confluence really helps keep teams on track.
Fight for good UX
I was faced with many pushbacks from developers, so I had to negotiate with the team between what I believed to be the best experience for our associates and tech feasibility.