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 new workflow that lets users request an exchange directly in the app, select replacements, and complete the process effortlessly in-store.
Client
Kroger's Exchange Workflow
Year
2024
Scope
UX Design
The Problem
Physical business cards create waste and often get lost, while digital alternatives feel fragmented and impersonal.
This gap leaves professionals without a seamless, lasting way to share their identity in a world where first impressions matter.
How did we get here?
Surveys for Scale
121 quantitative surveys helped uncover broad patterns in networking habits, pain points, and openness to digital alternatives which gave a statistical backing to issues like bulk management and manual data entry.
Interviews for Depth
6 in-person interviews revealed the why behind behaviors, such as attachment to physical cards, networking anxiety, and the need for customisation.
Competitive Analysis for Context
4 direct competitors (digital card platforms) and 8 indirect competitors (networking apps, LinkedIn features, CRM tools) that revealed gaps in limited intergations and inconsistent adoption.