Objective
In this project, I provided Walmart with recommendations to enhance their fulfillment strategy, based on competitive analysis and user research.
Results
Client
Walmart
Industry
Retail
Project Time
3 months (2021)
Methods
- Customer Journey Map
- Personas
- Wireframes
Company Profile
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The challenge
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Approach
Step 1
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Step 3
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Related Work
About the Project
Sound Transit, the public transit system in Seattle’s metropolitan area, wanted to improve the customer experience across multiple touch points.
The Problem
Sound Transit is already conducting regular survey studies to identify gaps between customer expectations and their service delivery. The challenge was to create a cohesive picture of customer needs that can be prioritized and turned into a roadmap of project initiatives.
User Research & Data Analysis
I joined this project after the user research had been already completed. As the data was shared in their raw format I had to start with analyzing and summarizing the main findings.
Customer Journey Map Workshop
We conducted a customer journey map workshop with stakeholders form different departments to discuss customer needs and to create alignment on project initiatives. The workshop was split into 2 phases:
Challenges & Restrictions
The biggest challenge in this project was the very broad project scope. In order to collect as many data points as possible with qualitative methods we had to keep the interviews short and could therefore only touch on high-level topics.
The identified long-term project initiatives will now benefit from a more deep-dive user research phase.
Outcomes & Learnings
The outcome of this exercise was two-fold: the workshop was a place for stakeholders from different departments to come together and align on their goals. It also provided the team with concrete project ideas that they could turn into a roadmap for the year.
My personal learnings:
- I had to moderate the workshop remotely – which was a successful experiment (with lots of extra preparation and support from team members)
- Storytelling is key for customer workshops to help every participant to empathize as much as possible with customers.
