Walmart
Store Mode: Fixing the Fundamentals
Design Lead
Discovery, Iterating, Refining, Delivery, Delegation
Retail
iOS, Android
Challenge
Walmart customers who use the app in-store are more likely to shop with us online, increasing their overall spending. Unfortunately customers are frustrated with the app because of unclear aisle locations and price differences between online and in-store.
Each area of the experience we touched was owned by a different team. Collaboration with each team was essential in updating the price to reflect the in-store price.
Results
Addressing these critical pricing changes across multiple touch points in the app resulted in higher customer trust and increased customer usage of the app. The changes to the in-store item page alone has a projected GMV increase of 30bps.
Increase in NPS
Increase in customer retention
Increase in weekly usage
Store mode (Left to right: welcome screen, expanded, collapsed)
In-store item page