Dispense

When we started this project, we knew that our store associates, particularly those working in the backroom, were facing significant challenges. Their primary goal is to efficiently dispense customer orders, but the existing system was creating friction at every turn.

Fulfilment ecosystem

We identified a number of key pain points:

Notification Chaos: Associates were overwhelmed by a constant stream of confusing and poorly-timed notifications. It was difficult to determine which customers were arriving soon versus those who were still far away.

Operational Inefficiency: The process of preparing an order for a customer's arrival was full of guesswork. Associates had no clear way of knowing a customer's real-time location or which pickup bay they would use. This led to wasted time and unnecessary trips to the front of the store.

Customer Handoff Confusion: The final step of handing off the order was also prone to errors. With multiple cars in the same bay, it was difficult to confirm the right customer, and there was no clear process for managing last-minute order changes or item replacements.

Impact on Productivity: Ultimately, these issues created a cycle of inefficiency. Associates were spending more time on logistical guesswork than on serving customers, which directly impacted productivity and accuracy. This also led to longer wait times for customers, especially busy families who valued quick, seamless service.

Our Approach: Research and Redesign

existing UI design

Due to the constraints of the COVID-19 pandemic, our design team took an unconventional approach. We shifted our research to social forums and online communities where store associates shared their daily experiences. This qualitative data was invaluable, giving us a raw and unfiltered look at their frustrations. We discovered that the notification system was the single biggest source of their "headaches."

Based on this insight, our redesign focused on creating a more proactive, streamlined, and intuitive experience for the backroom associate.

Notification chaos of the customer order for backroom associates

The Results: Increased Efficiency and Customer Satisfaction

The new dispense module was a resounding success. The impact was immediately visible in both key metrics and associate feedback.

Reduced Customer Wait Time: We were able to decrease the average customer wait time from 4.75 minutes to under 2 minutes, a significant improvement that boosted loyalty for our time-sensitive customers.

Increased Associate Productivity: By eliminating the "notification nightmare" and providing clear, actionable information, we made associates more efficient and confident in their work. The time they previously spent on logistical guesswork was now dedicated to preparing and handing off orders.

Improved Backroom Management: The system created a more systematic and flexible backroom operation. Associates could now proactively manage their tasks and prepare for customer arrivals, leading to a smoother workflow and better overall morale.

Images may be intentionally small

My Takeaways

This project demonstrates how a targeted UX redesign, based on deep user understanding, can solve complex operational problems and deliver measurable results for both the business and its employees.