Optimizing workflow to fix accidental shrink
Problem
$5 million in shrink annually due to employees not closing in-store pickup orders properly 60% of the time
Strategy
identify and address issues in employee tools that are leading to confusion with order status or incomplete workflow
Results
99% reduction in accidental shrink due to orders not be closed correctly
Timeline
design handoff in August 2022
Team
myself, Michael (intern), Ian (manager)
Nicole (product), Vikram (engineering)
Leading a project to address workflow issues resulting in significant shrink while introducing a college intern to experience design in the midst of being short staffed ended in great success.
Through close collaboration with product partners and ongoing feedback from store employees using the tool, transaction information was surfaced and redesigned to align with other tools. Projected losses were highlighted to bring visibility to the impact of workflow errors.
Redesigned Order Pickup home screen
Making better use of home screen space by surfacing orders at a higher level.
Providing visibility to the potential store losses if orders are not closed.
Aligning the information architecture of cards with those from related tools.