Sam's Club: Mobile Check-in

After creating the tablet kiosk check-in experience for online orders, I was tasked to create the native mobile experience for checking in for curbside or drive-through pickups.

2014

Role: UX/Partial UI

Initial concepts:

I created two initial concepts using bluetooth beacons and using the geolocation feature in the app. Bluetooth beacons, when installed in appropriate areas throughout the Club or the parking lot, would be able to detect exactly where the customers are and provide an even more auto-magical experience. 

However, due to hardware potentially being weathered down by external environments and wear & tear, we had to adhere to only using geolocation services.

Findings:

I found out that there wasn’t enough user testing and research conducted for the first iteration of the feature. After initiating a cadence of in-store visits to observe the pickup process, I discovered that:

1) Some customers wanted to go shopping in the Club after checking in to pick up their online order, ultimately damaging some perishables

2) Customers weren't able to gauge how long the approximate wait would be to pick up the order - the wait time varied from 3min up to 15min

3) Club associates didn't have a way to communicate to the customer (still was unresolved due to legal/technological constraints)

4) Double "check-in" use case didn't exist, throwing off customers who may have forgotten that they notified the Club

Flow sample

The following is a high-level flow sample for what the experience would be for curbside pick up v drive through pick up, and for those who's enabled the necessary features in the phone to allow for the full experience.

Wireframe sample

This sample set of wireframes portray four potential ideal flows for when customer has entered the vicinity of the Club.

1. Customer has both push notifications and location services enabled. 

2. She is notified that her order is ready for pick up

3. She enters the Club vicinity, and is asked where she'll be picking up the order.

4. She can pick the order up inside the Club, or outside in the parking lot or curbside.

Final UI sample

I worked closely with my content partner & usability testing sessions to ensure that verbiage made complete sense to our customers. 

Currently:

This experience is live at select Sam's Clubs nationwide, and in Puerto Rico. This pick up experience was still fairly new when I left, and there was a ton of room for improvement. If I had more time with the project, I would've loved to have done multiple observational research to capture the lifecycle of this journey in its entirety. 

Thank you