High Fidelity User Interface
User Journey 1
Collecting GigaCube from Store
User Journey 2
Delivering GigaCube from Store
Information architecture
Ideate
After selecting a plan at a store , the checkout process is streamlined.
A feature where Alex can enter his postal code This search would instantly check for.
When clicks on a Find a store, next page appears showing.
Market Analysis
Currys PC World, a UK electronics retailer, offers click-and-collect for broadband equipment. Their website allows users to check broadband availability by postcode and then locate nearby stores with stock for the desired router.
IKEA allows online furniture purchases with Click-and-Collect. They often run promotions with discounts or free Click-and-Collect for specific items or minimum order values. This encourages customers to shop online and avoid hefty furniture delivery fees.
Best Buy (US): Best Buy offers Click-and-Collect for electronics and appliances. They often run promotions with discounts or bonus rewards points for choosing in-store pickup. This can be particularly attractive for bulky items or those needing immediate use.
A competitive analysis to benchmark existing network availability checks, store locators with inventory, and click-and-collect with promotions features. This will inform the development of our own user-centric solution.
Desktop research
Empathy Map
Thinks
Feels
SAYS
Does
Understanding customers
I am in the middle of changing homes, the old line has been disconnected, and the new line is too slow to support my needs. I need to get wireless internet and I need to collect the router from the Store as soon as possible. I have three stores near me in London.
As a Customer: I want a mobile broadband offering with a Gigacube.
I want to: Get a new mobile broadband GigaCube offering. This is high-speed wireless.
So that: I can collect the router from the store today itself as opting for the delivery option would delay taking care of my ongoing urgent needs.
Data Analyst | 32
Meet Alex
To improve the in-store pickup experience, Design should clearly communicate promotion availability, simplify the pickup process, and provide detailed order confirmations. This will make it easier for customers to take advantage of online deals and collect their purchases conveniently.
Solution
Simplified in-store pickup process
Access to promotions
Accurate inventory information
Key Insights
Alex is unsure if promotions applied to in-store collections.
The process of selecting in-store pickup was not intuitive and required multiple steps.
Online inventory did not accurately reflect in-store availability.
Alex experienced frustration and abandonment due to these challenges.
Let’s Understand Alex’s Pain points
The challenge
The primary challenge was the disconnect between the online and in-store experiences. Customers often encountered difficulties in navigating the process of selecting in-store pickup, dealing with inventory inconsistencies, and understanding if promotions applied to in-store collections. This led to confusion, frustration, and ultimately, a decrease in customer satisfaction and sales.
Customer places an online order
Customer locates the nearest store
open
Customer goes to collect the item
Customer applies the offer
Streamlining the Path to In-Store Collection
About This project
Imagine trying to grab a great deal online, only to run into a roadblock when you want to pick it up in person. That's exactly what Vodafone customers were experiencing. The process of collecting online purchases, especially when using promotions, was a confusing road. It was like trying to find a needle in a haystack.
Let’s change that! The goal was to make the whole experience smooth and easy, so customers would be more likely to finish their purchases and pick up their items in-store.
Research • Strategy • UX Concept