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project Overview
Service design
Sam's Club | 2016
Service design
Storyboarding
UX / UI Design
Prototyping
Logic

Background

Order online, pick up in store. The idea has become commonplace, but in 2016, it was just getting started. I had the opportunity to build this service from scratch, designing both the digital and physical experiences, internal processes & infrastructure.

At some stores, we tested drive through lanes with self-service kiosks.
At others, we offered designated parking spaces and mobile check in.
And at some locations, we offered curbside pickup.

We also had to design digital interfaces and workflows for both the customer & the associate who picks the order, stages it, and ultimately delivers it to your vehicle.

Storyboarding

I initially used a storyboard to construct the service design. This started as a collaborative session on a whiteboard, and eventually took the timeline form shown above.

This maps out the touch points the customer and associate have with different interfaces, processes, and infrastructure, and identifies the capabilities and triggers that must be in place to facilitate actions and transactions between the two parties.

Beyond that, it helped us realize what solutions need to be built for both the customer & associate, and when and where those products need to communicate to create a fluid and cohesive experience.

Logic & workflow

Check-in logic
The "check in" flow is triggered when your order is ready for pickup. Check in logic follows the cleanest path based on your device settings and in-store infrastructure.
View schematic
Mapping logic to interface
Once the logic is as clean as possible, it's time to design the interface, content and interaction model, getting closer to what customers & associates will actually see.
View schematic

System status

The mobile app featured a dynamic, real-time banner that showed the user exactly where they were in the process and what to expect next, along with the primary CTA to progress through the pickup flow.
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