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Walmart Express Delivery

Providing a speedier delivery service to customers.

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.

Walmart's TC-70 device our associates use for fulfillment

OUTCOME

Customer promise: 2 hours or less

In 14 days:

  • 0 → 7500 Express orders per day.

End of Q2:

  • US e-commerce sales jumped 97%.
  • Revenue increased 5.6% to $137.74 billion from $130.38 billion a year earlier, beating expectations of $135.48 billion.
  • Big opportunity to add a membership service. (Walmart+ to compete with Amazon Prime)

THE CHALLENGE

A response to the COVID-19 pandemic

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?

WALMART'S STRATEGY

Launch Express Delivery to all stores in the US.

Hire thousands of new workers solely to fulfill these Express orders.

BACKGROUND INFO

Understanding Walmart's fulfillment process

Walmart's fulfillment process
Broken up into 3 stages (this project focuses on 1. Pick)

CURRENT EXPERIENCE

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.

The current Express experience with issues outlined

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.

Associate task flow
Credit: Tyler Rutledge (PM) for this final artifact

Doing this helped ensure that our team was on the same page and it guided my design thinking.

DESIGN EXPLORATIONS

2 weeks? No problem

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.

Version 1 of my design explorations

Summary of learnings from our usability test and from our review sessions with engineering.

  • The interface needed to provide more feedback on success/errors.
  • There was still confusion on how the process was communicated in the interface.
  • From meeting with our engineers, we were faced with some major tech constraints that pushed us to solve the ux concerns in a different way.

DESIGN ITERATIONS

More concepts at your service

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.

Express Order Launch screen versions
Express Order Confirm screen versions

FINAL

For those need-it-now moments

Customers pay upwards of $10 to have their grocery order delivered in less than 2 hours.

Walmart's TC-70 device our associates use for fulfillment

DESIGN SPEC

Use cases, errors, and more

This documentation was used to help our engineers and stakeholders understand the other key interactions.

Design spec for this project

OUTCOME

Launched first week of May 2020

In 14 days:

  • 0 → 7500 Express orders per day.

End of Q2:

  • US e-commerce sales jumped 97%.
  • Revenue increased 5.6% to $137.74 billion from $130.38 billion a year earlier, beating expectations of $135.48 billion.
  • Big opportunity to add a membership service. (Walmart+ to compete with Amazon Prime)

KEY TAKEAWAYS

Working with constraints is where a designer truly shines

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.

I learned:

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.

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