C A S E S T U D Y 2 0 21

Post-transaction | Amends | P13n

 
 
 
 

M Y R O L E

I lead the design for the post transcatin Amend flow (personalization) through end to end process: discovery, design, testing, support through launch.

 
 
 

T H E P R O B L E M

How might we provide a personalized, efficient and seamless experience for the customers to add new items to their order post- transaction.

Hypothesis:

We believe that our customers want to be guided, reminded, and inspired to add items to their order post transaction

If we provide customers with a personalized and efficient  “add items” experience 

Then we shall help them get the items the need faster and easier

Resulting in an increase in average order volume.

 
 
 

R E S E A R C H

An extensive study of our competitors helped me gain a more holistic approach to the problem and also understand a different perspective. Some competitors I looked at were Target, Instacart, Good Eggs, Krogers, Amazon fresh

Observations:

  • Recommendations are not limited to the current order.

  • Clear and bold primary action post transaction (add more items to your order)

  • Consistent experience in regular checkout and amend checkout.

  • A confirmation page with the new order total and other relevant information.

 
 
 

U S E R J O U R N E Y

At Walmart, we design for three types of journey- Routine, occasion, urgency. I will be focusing on occasion journey for the website

My family has an event coming up that we want to prepare for. We placed an order with the items that we need.

“We want the flexibility and inspiration to discover relevant products that we can easily add to our upcoming order.”

 
 
 


D E F I N E A N D D E S I G N

Flow 1 - Adding items from confirmation screen

 
 
 
 

Flow 2 - Adding items from Order details screen

 
 
 
 


E X P L O R I N G D E S I G N C O M P O N E N T S

Amend banner

 
 
 
 

Walled garden - add items

 
 
 
 

A D A C O M P L I A N C E

At Walmart, we make sure that all the components in the final designs are ADA compliant. As part of the process, we also document these components which are then referenced by the engineering team.

 
 
 

L E A R N I N G S

Advocate for the end-user. Make decisions based on our customer’s and associate’s needs and behaviors, and work to express and champion those throughout the organization.

Remove friction at every chance. Help our customers discover and get what they need in the most efficient and effective way possible.

Don’t overpromise and underdeliver