Curbside Delivery:
Great experience, none of the contact.
Rain or snow? Still in your pajamas? Dealing with a disability? These are just a few reasons customers may not want to head into your store. Today, more than ever, seek to be omni-channel.
Keeping It Contactless.
Workshops. Testing.
As part of ongoing innovation projects at a local convenience store chain, we were tasked to see if Curbside (and Fuelside) delivery would work. To truly be successfully, this type of experience has to feel frictionless to customers. However, equally important is the experience that is crafted for store employees. If the requirements don’t work for them, it’s not going to work for anyone. We devised a plan to optimize both sides of this equation while also still empowering all the internal stakeholders to have a voice in all the decision-making along the way. Two workshops and two weeks of usability testing (both in the lab and at the store) were employed to fully define and then optimize our solution for launch.
Design & Build.
Alright, so maybe you can figure out our client now. Doesn’t matter, this type of innovation process should be used by any client. We optimized the experience during testing and pre-launch to craft an informative, seamless, and frictionless experience for customers and store associates. I’m definitely excited about this new feature and it launched in December 2020.