Kroger's Exchange Workflow
When shopping online with Kroger pickup through Instacart, customers could only request refunds, leaving those who wanted simple exchanges frustrated. Our task was to reimagine this process, designing a bridge between Kroger and Instacart that lets users request an exchange directly in the app, select replacements, and complete the process effortlessly in-store.
Project Type
Master's Group Project
Scope
UX Design
Year
2024
The Problem
Imagine a seamless pickup experience that ends in frustration, because exchanges don’t exist.
Instacart doesn't have an exchange option
Store doesn't support Instacart exchanges
The How Might We's
What are we solving for?
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
Solving for Efficiency
Introduce an exchange process on Instacart
Introduce a backend system for Kroger associates
The Aftermath
Solving for Impact
Exchange supported through the Instacart app
1
Instacart creates new exchange order on Kroger
2
Exchange fulfilled by Kroger through Instacart
3
The Team
Team Kroger
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.