Walmart: User Research

Industry

Walmart: User Research

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Research

Objective

In this project, I provided Walmart with recommendations to enhance their fulfillment strategy, based on competitive analysis and user research.

Results

traffic increase

0 %

customer satisfaction

0 %

less drop-off

0 %

Client

Walmart

Industry

Retail

Project Time

3 months (2021)

Methods

Company Profile

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The challenge

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Name, Role

Approach

Step 1

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Step 3

Related Work

Competitive Analysis, eCommerce

Walmart

Defining a fulfillment process and ideal shopping flow in the

Strategy

eCommerce

BMC Switzerland

BMC, a high-end bike manufacturer in Switzerland, wanted to improve

User Research

I managed multiple rounds of testing to support the team in an agile environment.

Test Plan: Documentation of the objective, hypothesis and methods as well as complete interview guideline
User Research: One-on-one remote interviews with 3×10 participants. We had an iterative approach to test the revised designs multiple times and to work in an agile format.

Challenge & Restrictions

The biggest challenge we had was working with disjointed and remote teams: Walmart’s project team included multiple departments and decision makers with different objectives, design was done by an external agency, user research was the third stream.

Keeping communication transparent and flowing was not always easy and added some extra hurdles.

Outcome & Learnings

The outcome of my research provided design direction and strategic inputs for Walmart’s communication strategy.

Personal learning:

Start with specific success criteria: The success criteria were either missing or not specific enough, which made it difficult to interpret test results and prove successful design decisions.
Keep concept testing low-fi: the prototype was too designed; user feedback was strongly influenced by colors and images.