Kroger's Exchange Workflow
The Impact
A smooth grocery pickup shouldn't end in frustration. We identified a critical gap, no exchange option existed between Instacart and Kroger, and designed an end-to-end system that lets customers swap items, select replacements, and resolve issues without leaving the app.
Project Type
Industry Sponsored Project
Year
2024
Scope
Systems Thinking, Service Design
The Problem
The How Might We's
onsite experience
How might we streamline Kroger’s in-store experience for Instacart customers, making it easy to report and resolve order issues without relying heavily on additional support?
support backend
How might we enhance communication and integration between Kroger and Instacart to streamline in-store resolution of customer issues, particularly for replacements and missing items in pickup orders?
customer experience
How might we create an intuitive post-purchase experience that makes all resolution options visible and accessible, enabling Kroger and Instacart to address order issues collaboratively without overwhelming the customer?
Our Solution
Our Process
How did we Solve for Efficiency?
The Aftermath
Exchange supported through the Instacart app
1
Instacart creates new exchange order on Kroger
2
Exchange fulfilled by Kroger through Instacart
3
The Team
My learnings
Teamwork truly makes the dream work
Teamwork isn’t just about splitting work equally. It’s about active discussion, effective decision-making, and leaving egos at the door.
Agile > Waterfall approach
Working Agile showed me the value of flexibility and iteration, while Waterfall often left ideas stuck in planning and perfecting.
Storytelling to keep the audience awake
Making storyboards was not just for presentations, they also exposed blind spots and gaps + they got me sketching again.
Designing for AI Consumption
Reimagining Formal Introductions
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