Order Delivery Experience

Clarify delivery unknowns and build a personal, trustable tracking service.

@ Walmart - Online grocery

Overview

If people ask what's the future of Walmart delivery, the answer will be a personal, transparent and timely user experience. I worked on leveling up the current delivery flow into a new experience which allows customers to track progress, communicate in real time and take actions with guidances.

My contribution

+ My role   |
+ Methods   |

+ Tools    |
+ Timeline |

Research, UX/UI, Visual design, prototyping
User research data synthesis, Information Architecture,
Visual design
Sketch, Principle, Invision
3 weeks

Project goal

Based on the customer mental modal and current pain points, the primary project goal is to provide the right communication at the right moment.

Solution

Acknowledge the driver's info

Clearly indicate who is delivering customer's order and the steps they will go through on arrival. Including the driver photo and visual of the map to build more personal connection.

Be clear about the delivery proof!

Once the delivery complete, it's also a important moment to re-confirm with customers that their order has been fulfillment. This is also the critical moment to prompt them about providing tipping and feedback for the driver.

Consistent order tracking information

In order to help customer build the sense of continuation of the order tracking, we added the tracking module on homepage, together with a more detailed tracking page. In. this way, we can help educate customers and shape their mental modal of "where to find my on-going order". This will also serve as one of the primary entry point to start tracking their orders.

But it's never the end ...

For the future state, we want to introduce more personality through communication. A consistent voice that lives within the messaging. It is an honest and helpful single point of communication between Walmart and customer. With voice assistant and other portable, wearable technology, the future of grocery shopping will be re-defined :)

Tools i've used in this project

Team highlights

• Conduct cross-functional workshops with business and product teams
• Fast turnaround usability testing
• Collaborate across product, store operational and marketing team

Next project

Walmart – Order substitution experience

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