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Grocery Picking at Scale

Overview

Old Associate process for grocery pick-pack.

Problem: Until recently Associate app was been optimized to pick for 1 customer order per shopper. This process became problematic for high traffic stores, adding ineffencies for shoppers and inconvenience for walk in store customers.

Goal: Create a new workflow within Associate app to maximize shopper efficiency by enabling picking items across multiple customer orders. 

Team

  • UX Manager (Myself)
  • 1 UX Designer
  • 1 PM
  • 1 SDM, 6 Developers

My contribution

  • Concept directions
  • Design reviews
  • Steered the stakeholder (UX-PM) discussions, managing timelines for multiple leadership reviews. 

Year

2022

Methodology

Process

Multi-pick Vision

How might we maximize shopper efficiency by enabling directed picking similar items across multiple customer orders ? [aka: scan to bag, Pick by zone, cartonization]


Milestone 2022: How might we enable to shopper to pick multiple small orders together?

Key UX Improvements: 

Core workflow definition: Defined the MVP design considerations and specifications towards picking and bagging multiple orders simultaneously handling chat inputs from multiple customers, item quantity split in multiple bags etc. 

Seal bag considerations: Innovated the workflow to ensure bag are tagged with respective customer ID, yet maintaining privacy.

Staging considerations: To increase efficiency by ensured given customer bags picked by multiple associates are colocated, zone based staging workflows and UI were reworked.

Outcome

  • This UX changed the fundamental picking workflow assumption of 1:1 mapping between order and shopper (1 customer order is picked by 1 shopper) to 1:N mapping (1 customer order is picked by multiple shoppers).
  • Drove productivity (5% increase in units picked per hour)