The Manager App allows a grocery store manager to monitor delays or issues while their team prepares an order for curbside pickup.

Context

Instacart’s Store Manager App is an enterprise mobile tool that allows managers to view, monitor and act on all pickup orders placed at their grocery store.

Problem

App doesn’t provide real-time insights into operation issues happening while orders are in progress. Managers are not satisfied with app functionality as they spend unnecessary time scouting for issues in the app.

Goals

Improve 1)managers’ engagement in the app and 2)order quality metrics (which impacts customer experience & retention) by surfacing order issues to the store manager in real-time, so they can act on resolving them.

My role

As the lead product designer on this project, I…

Lead a design sprint with my team to create alignment and generate ideas
Collaborated closely with my product manager on scope and goals for the project, design iterations and output
Crafted information architecture maps and flow tasks for early opportunity mapping
Collaborated with a UX researcher on defining and documenting persona profiles
Designed the entire flow, from basic concepts, through iterations and final designs (UX, UI, interaction)
Collaborated with a UX researcher on research plan, created high-fidelity prototypes and participated in user UXR sessions
Collaborated with my PM and content designer on all the messaging and labels content
Documented final designs for engineering and participated in QA sessions through launch

UXR Insights

Managers are not satisfied with app functionality.

Today, they incessantly check their app (every ~30 min) to scout for any issues which can be time consuming and disruptive to other responsibilities.

“A Store Managers’ job is to be out on the floor and walking the floor … they have very limited time. If there’s anyway you can give them tools to be successful at their fingertips … they will lean more into your program.”
– Ecommerce Director, Sprouts

To kick off I lead a design sprint for my team. The outcome was:

Team alignment on mobile user needs
Created 1-year worth of product roadmap with several projects
Defined web vs. mobile design principles for Pickup enterprise tooling
Pivotal moment for my design leadership

Concept Validation: UXR

Study

My research partner conducted 6 interviews with store managers.

Our Hypothesis
By providing the right amount of information, in an easy to consume format, managers would feel empowered to take action from here to quickly address issues.

Findings

Enough information to take action (insightful!)