Pickup Onboarding
Instacart Enterprise Dashboard
This guided walkthrough helps onboard new grocery retailers into Instacart’s Enterprise Dashboard Pickup features and setup steps.
Context
Grocery retailers can partner with Instacart to offer curbside Pickup at their stores using Instacart’s platform to take in orders, fulfill them and hand them off to customers when they arrive.
Problem
Training a new grocery retailer manually (slide decks, demos) on our enterprise dashboard takes a significant amount of time in the onboarding process (20%) for our operations and expansions team.
Improper training can result in issues with a store’s Pickup operating effectively, like missing shifts.
Goals
Scale the training to get started with Pickup by creating in-product walkthroughs that educate users on Pickup features and guides them to the appropriate setup step.
My role
As the lead product designer on this project:
I collaborated closely with the other product designer on my team so our different (but complimentary) projects could align to the same end goal of improving onboarding to our enterprise tool.
I collaborated closely with my product manager on defining project goals and milestones, as well as during the design process (interviewing team experts, UXR plan, design iterations and final output).
As part of my design process, I crafted flow tasks and interactive prototypes to document my work and better communicate with my team.
Collaborated with the design systems team and helped launch a new design system component in our web tool—the Feature Highlight.
I collaborated with a UX researcher on research plans to better understand our users’ pain points and to get feedback on design output.
I collaborated with a content designer and ops team members on all the walkthrough content.
I documented final designs for engineering and participated in QA sessions through launch.
UXR: User Pain Points
Our user researcher interviewed 8 grocery retailers to better understand how they get started with Pickup.
Study results confirm that retailers need training that lives in the dashboard:
Sharing offline materials is not enough.
Partners and associates learn best by doing.
“We received the training, with links and PDF files, but no step-by-step walkthrough to explain how to do it. If there was an onboarding team: schedule a session, video call, place a test order, this is how it’s going to happen. One transaction end-to-end. It was left to you to figure out. Here’s the devices and the pdfs, on your horses, go.”
– Small grocery retailer owner
Design Process
Design iterations (content explorations, illustrations, UI and UX) & competitive audit research.
