PRODUCT DESIGN
Designing for trust
MY ROLE
I led the shop experience at Walmart International, Mexico. I collaborated with research to identify the checkout abandonment drivers and with content for localization. Outcome of this initiative was improved conversion rate and cross brand checkout consisteny.
I led the shop experience at Walmart International, Mexico. I collaborated with research to identify the checkout abandonment drivers and with content for localization. Outcome of this initiative was improved conversion rate and cross brand checkout consisteny.
PROBLEM
The shift to online shopping brings many challenges as consumers keep low out-of-home engagement. 63% increase in traffic on online channel however the high dropout at checkout is concerning.![]()
The shift to online shopping brings many challenges as consumers keep low out-of-home engagement. 63% increase in traffic on online channel however the high dropout at checkout is concerning.
DISCOVERY
I facilitated a discovery workshop with product, research and dev. Goal was to dive deep in understanding the existing system and identify key behaviors, barriers and benefits.
I facilitated a discovery workshop with product, research and dev. Goal was to dive deep in understanding the existing system and identify key behaviors, barriers and benefits.
‘People loose trust and abandon checkout’
DEFINE
Trust barriers emerged as common themes in affinity mapping. Then I used the 2x2 matrix to plan the roadmap. Evaluation criterion was Impact (level of customer trust) x Effort (customer’s ability to perform tasks).
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Trust barriers emerged as common themes in affinity mapping. Then I used the 2x2 matrix to plan the roadmap. Evaluation criterion was Impact (level of customer trust) x Effort (customer’s ability to perform tasks).
RECOMMENDATION
DESIGN SOLUTION
Modular checkout design, consistent across web and app experience
Modular checkout design, consistent across web and app experience
Key challenges
SUCCESS
Performance of this experince led to a larger initiative of leveraging the checkout components and building a consistent experince for all brands in Mexico’s portfolio.
Performance of this experince led to a larger initiative of leveraging the checkout components and building a consistent experince for all brands in Mexico’s portfolio.
Work done at Walmart through Randstad , 2021
Disclaimer, text and numbers used in the artwork are placeholder and not the actual data.