Problem Definition
Design a new digital experience for in club associates empowering them to fulfill club pickup orders with the goal of increased member satisfaction and associate productivity
Moving Beyond the Legacy Experience
GIF was built for Walmart but customized for Sam’s Club - although it looks the same, under the hood it’s quite different.
Immersive Research and Discovery
Stakeholder interviews, club observations, and shadowing associates led to a deep understanding of the product, and its points. Synthesis of this data led to the creation of personas and a user journey.
Building a Better Digital Tool
Building on empathy established for the user and a solid understanding of the process, the team began redesigning. Our goals were to guide the associate though the process, build trust by reducing friction, leverage associate work arounds, and to create a better hand off between member and associate at the point of pickup.
Transitioning from Wireframe to High Fidelity
Establishing the information architecture and navigation system of the app came first. We were challenged with ensuring the app supported the true associate fulfillment process. We laid the foundation in our design files to easily transition the screens from wireframe to the new DLS by leveraging a well built symbol system.
Measuring Success
It’s really about the wholistic experience. The team continued to iterate on the design to ensure the delivery of the member promise. KPI’s informed usability, while associates performance aimed to improve the member experience and build loyalty.
