Curbside Pickup Application
Mobile application that processes pickup purchases from different stores.
My Role
UX Design & Research
Format
Mobile App
Year
2023
Main Objectives
Customers need a more convenient and streamlined process for curbside pickup, because the process is different for every retailer.
The EZ Pick application was created to provide a standard, efficient method for curbside pickup.
My Role
I was responsible for UX design of the prototypes and research of competitor products.
I also conducted user testing for various sections such as the pickup notification system and the log in process.
User Research
Background
The pandemic has increased the need for no-contact curbside pickup for people’s shopping needs. Retailers currently use different systems for product notification and pickup. These confusing processes drive potential customers away from ordering from the store or using curbside pickup.
Survey and Interview Process
In this project, in person user interviews were conducted, and a digital survey was filled out by various respondents. Interviews were conducted to determine people's current issues with curbside pickup processes.
With the digital survey the goal was to determine customers shopping habits during COVID as well as their curbside pickup shopping experience.
Main Findings:
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The wait times are too long to pickup a package.
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There is a lack of communication between the vendor and the customer.
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The order confirmation process is confusing.
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Check-in processes are varied and hard to navigate.
User Platform
Following this, the curbside pickup application's main features were prioritized based on what features would be important for Jessica Watson.
Jessica Watson would want the application to:
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Show wait times.
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Confirm orders before employer's bring items to the user's car.
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Have a unified pickup process for all vendors.
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Show the curbside pickup parking area.
Prototype Workflow
A storyboard was created to understand the typical steps a user would take when using the curbside pickup app - from initial order to product pickup.
After the storyboard was reviewed a flow chart was made. This flow chart details how the user navigates each section of the application.
User Testing
Initial prototypes were created in Figma using low-fidelity wireframes as the base. The goal was to test typical actions a user might take such as viewing orders and picking up a package at a store.
Testing Process
Users were tasked with completing various tasks within the app. Throughout users were asked about their opinion on accessibility, ease of use and visual appeal.
Application Improvements
Following two rounds of user testing various improvements were made for first time users as well as for the package pickup process.
The adjustments made were:
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The onboarding language was refined.
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The pickup process made faster.
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Clearer notification language was used for package verification.
Tasks Tested:
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Create a new account
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View the order list
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Notify vendor that you are here to pickup a package
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Understand package status information provided by the app
Main Findings:
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The process to pickup a package was not clear.
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Their was unclear language and iconography for pick up status and confirming the package to pick up.
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Requesting a photo for verifying a package seems unnecessary.
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Order numbers and clearer labels for wait time should be added.
Synthesizing User Research
Interview data findings were organized into an Affinity Diagram as well as an Empathy Map. These diagrams helped to determine common user problems such as long wait times and confusing notification systems. The data also helped narrow down the target audience for the application.
A persona, a user insight statement and a problem statement were created to reflect curbside pickup user issues and product expectations.
Creating The User Persona
The user persona was created based on findings from user interviews, competitive analysis and survey data. The persona represents a person with a busy lifestyle who does not have a lot of time to do extra tasks such as pick up their online purchases at a store.
User Insight
Jessica Watson, a customer on a tight schedule, needs a way to efficiently pick up online orders through curbside pickup since the delay caused by the current process affects her daily schedule.
Problem Statement
The product will be focused on relieving curbside pickup delays. The current curbside pickup processes are not streamlined or organized which is causing decreased usage and retention of customers.
How might we help a customer on a tight schedule improve their experience at a local curbside pickup by reducing the time to pick up a product, eliminating redundant steps in the pickup process, and showing the number of fulfilled orders with partnered stores.