Meijer
The goal of this project was to revamp the Meijer mobile app's "Flyby" feature, which handles curbside pickup and delivery order check-in. The existing process had identified bottlenecks, specifically within the "Substitutions" and "Location Services" components, leading to customer frustration and delays.
The redesign aimed to create a seamless, intuitive check-in flow that reduced friction, increased user satisfaction, and ultimately drove greater adoption of the "Flyby" service.
User Pain Points:
Customers have mentioned experiencing confusion and delays when checking in because of;
Challenges, in handling item substitutions
location identification upon arrival
Business Requirements:
Boost the utilization of "Flyby" to enhance the efficiency of order processing
Enhance customer satisfaction scores associated with pickup and delivery services
Technical Constraints:
The revamp had to be compatible, with Meijers inventory and order management systems.
User Needs:
Simple and detailed guidance, for the check in process
Handling of replacements (approve/decline)
Precise identification of location, for assistance
Crafting a Smooth Check-In:
Simplified Substitutions: We revamped the way substitutions work making it easier for users to quickly see and decide on replacements, with a tap removing any confusion and saving time.
Precisely Tracking Your Location: By using cutting edge location technology and offering directions our app accurately pinpoints when a customer arrives, resulting in speedier service and seamless handoffs.
Results:
The usage of "Flyby" has gone up significantly: We observed a 70% rise, in "Flyby" users during the quarter as the launch of the app.
Users are giving feedback: All participants in the usability testing mentioned experiencing a more user friendly check in process with the updated app.
Enhanced customer satisfaction: Meijer experienced an improvement in customer satisfaction ratings, for their pickup and delivery services.
The "Flyby" Effect:
"Rise in 'Flyby' Adoption; Noted a 70% uptick, in 'Flyby' users during the quarter after launching the app.
Happy Users; All participants in the usability testing mentioned experiencing a more user check in process with the updated app.
Enhanced Customer Happiness; Meijer observed a boost, in customer satisfaction scores linked to their pickup and delivery services."