The first product I led at Walmart was an iOS and React native application for employees monitoring the self checkouts. It was created to help these associates and their managers offer a quicker response to customers at checkout, while allowing better communication between all employees “upfront.”
UpFront was rolled out to all US stores and select Sam’s Clubs throughout 2021. It continues to be maintained & improved by the Walmart Design team.
UpFront
Significant decrease in customer wait time
Customer wait time went from 3 minutes down to 40 seconds when associates were able to respond with UpFront.
Customers don’t want to wait long for assistance with tasks like removing an item or purchasing alcohol, and this was a great improvement to the overall experience.
Gamestorming & priority poker
How might we prioritize work in a simplified & clear manner? How do we know if Upfront is meeting their needs? What’s the minimum they need to run the frontend?
Along with regular usability testing, I conducted a series of “priority poker” or “buy a feature” sessions across 5 stores. The idea was to gather as much feedback as we could in a short amount of time, and then dig deeper with interviews where needed (this would add to our data collected from the feedback portal).
