Shipt
Reinvented Retail Experience
Transforming Shipt: Seamless Shopping Journeys with AI-Optimized Routes, Real-time Progress Tracking, and Quality Assurance.
This project aimed to enhance the retail service experience by addressing pain points in the online grocery shopping market, which saw significant growth during the COVID-19 pandemic. Analyzing Shipt Reddit threads, we identified issues like late messages, inaccurate shopping times, response delays, low-quality items, and late deliveries. Our goal was to improve the accuracy of items received and the estimated delivery time while ensuring convenience. We developed prototypes, conducted evaluative research to validate our solutions, and presented our findings in a process book and class presentation.
Design Focus & Tools
Service Design, User Research, Field Research
Figma, Surveys
*2–person team with a timeline of 6–weeks
The Brief
Analyze, re-imagine, and enhance a retail service experience. Identify pain points through research and analysis and design innovative solutions to improve the retail service journey. Develop prototypes of potential service experiences to deliver new value for customers and businesses. Conduct evaluative research to validate their solutions and present their findings in a process book and class presentation.
Research
Pandemic Impact: Online Grocery shopping is a rapidly growing market that was propelled forward by the COVID-19 Pandemic. Before the pandemic, the average share of shoppers in the U.S. who purchased no groceries from physical stores was 2.2%. After the pandemic, the average share of shoppers in the U.S. who purchased no groceries from physical stores this number surged to 37%. Online grocery sales in the US increased from 1.2 billion USD in August 2019 to 7.2 billion USD in June 2020. Younger consumers are driving the growth of online shopping.
My partner and I analyzed recent customer and shopper discussions in Shipt Reddit threads to identify pain points and opportunities for improvement.
Roles Explored
Customer
Shopper
Design Process
Company Operations
5000+ Cities covered 🏙️
300K Shoppers and drivers across the US 🚗
60 MM Households reached nationwide 🏠
Core Problems
Late starting message, inaccurate shopping time
Shopper/customer delays responses
Low-quality items added by shopper (damaged/broken)
Late order delivery or no drop-off notice (resulting in melted frozen goods)
How might we improve the accuracy of items customers receive and the estimated time delivery window while providing an overall convenient experience?
