Challenge

As a customer, I receive multiple packages for a single shipping order. I want the ability to request consolidation of packages, and receive my order in the least number of packages.

Solution

Empower users to consolidate items within the same order, for a future delivery date.

Impact

This feature is surfaced on ~2% of all checkout baskets, about 7% of shipping baskets. 

The opt-in rate: 33%

Project Details

 
 
 
 

Company

Walmart Inc. is an American multinational retail corporation that operates a chain of hypermarkets, discount department stores, and grocery stores in the United States.

Role

Sr. UX Designer - Led the design from discovery to engineer hand-off

PLATFORMS

Web, iOS, Android

TImeline

Sep 7 – Sep 29, 2022

 

Overview

 
 

Discover

How big is the problem?

Of all Walmart shipping orders within a two week period in June 2022, 30.6% were split among separate deliveries. This means when a customer purchased multiple items in the same order, the items were delivered separately.

In a perfect world, if we eliminate all such split orders for shipping, it will result in $404M annualized savings!

 
 
 

What causes split orders?

Split orders happen for several reasons. There are 3 main contributing factors:

  1. Estimated Delivery Date

  2. Origin/Node ID (Fulfillment center, Store etc.,)

  3. Carrier 

Changes to one or more of the above will result in an order getting split. Alternatively, if one or more of the above attributes are different for an order, it will result in a split.

 
 

Define

Input metrics

  1. Split orders

    1. Control: With fastest promise option (current experience)

    2. Test: With consolidated shipping/ batching orders

  2. Packages per order

  3. Item/units per package under consolidated shipping

  4. Opt-in rate

 

Customer profile

Customer type:

  1. Value conscious  

  2. Needs based shopper 

  3. Convenience seekers

Shopping habits: 

  1. Browsing for deals and open to impulse purchases

  2. Specific shopping list in mind and prioritize efficiency

 
 
 
 


Current Experience

The current experience doesn’t give the user any control over shipping dates.

 
 
 
 

Design

 

Explorations

 
 
 

Iterations

 
 
 

Challenges

  • Due to a tech constraint for the timeline provided from engineering I was unable to provide clear copy on the number of deliveries on the second button but I worked with my copy writer and PMs to align on the next best option for users.

  • Ambitious UX deadlines set by product caused rushed work and conflicting priorities that had to be escalated to complete this project on time.

 

Deliver

 

Mobile

Users can now easily consolidate their shipping baskets, when applicable, into fewer deliveries for a more relaxed delivery date.

  • For mobile I handed off ADA compliant specs for iOS, mobile web and Android

 
 
 
 
 

desktop

  • Handed off ADA compliant specs for desktop

 

Summary of results

 

In summary, we are surfacing it ~2% of all checkout baskets about 7% of shipping baskets. 

The opt-in rate: 33%

 
 
 

Work is underway to:

  •  Extend the capability beyond 1st party to Walmart Fulfillment Services items as well

  • AB test to lead with dates in choice options.

Both inflight for Q2, 2024.

 
 
 

To learn more about the project, contact me at paigebennett.ux@gmail.com