Michael T. Bradley | Portfolio 2024

1. Emergency: COVID-19 Pandemic!

Client: Walmart eComm
Business: Customer Returns
Team: Manager, Product, Developers
Manager: Michael DeSilva
Role: Lead Sr. UX Designer
Tools: Sketch, InVision, Mural, Photoshop, Protopie

On Monday morning following the mandated lockdown, our business partners in India opened the day with an urgent conference call, painting a vivid picture of the challenge at hand. The mission was clear: devise a contactless solution for in-store returns, and we had just one week to make it happen. In their possession was a raw slideshow, a visual sketch of their initial thoughts, serving as the starting point for our solution.

One of the key design mandates was to leverage existing technology, and considering its widespread availability, the mobile web became our designated platform. The solution needed to be up and running within a week, and that was the lowest level of effort for the developers.

2. Define the Project and Objectives

In response to the imperative of minimizing contact between customers and associates during the challenging operational circumstances imposed by pandemic restrictions, our focus turned to the profound impact on the operational landscape of numerous stores.

In this critical scenario, the urgency arose to formulate a comprehensive solution facilitating in-store returns for customers, ensuring strict adherence to mandated guidelines. The goal was not only to address the pressing need for returns but also to strategically negate any potential delays that could compromise the safety and well-being of both customers and associates.

We defined our challenge as the question, how do we negate / minimize contact between customers and associates?

3. Define User Scenario

Meet Sarah, a non-tech-savvy customer who recently made a purchase from her favorite store. Realizing that the item doesn't quite meet her expectations, she decides to return it. Though not tech-savvy, Sarah discovers that her store offers a convenient in-app return process.

Using her mobile app, she effortlessly navigates to the 'Return' section, where she finds a user-friendly interface guiding her through the process. Following the prompts, she selects the item, provides a brief reason for the return, and schedules a return date. The app generates a QR code for her return.

Feeling accomplished, Sarah heads to the store. Upon arrival, she approaches the designated return counter. The store staff, equipped with a mobile device, scans the QR code from Sarah's app, instantly retrieving details about her purchase. Sarah hands over the item, and the return is processed seamlessly.

The staff confirms the refund, and within moments, Sarah receives a notification on her app acknowledging the successful return and initiating the refund process. The entire experience, from setting up the return in-app to completing it in-store, proves hassle-free for Sarah, showcasing the power of a user-friendly and efficient return process.

4. Identify User Flows

Mapping out user flows, we had to identify where opportunities and gaps were to achieve our goal.

Returns entry point from mobile web page.

5. Wireframing

Wireframing user flows early in the UX process is crucial.

It provides a visual blueprint that helps stakeholders, including designers and developers, to understand the intended user journey and interactions with the product. This clarity aids in aligning the team's vision and goals from the outset.

In our case, time was crucial. Thus, we skipped wireframing because we were iterating on an existing experience, and modifying it to our current requirements.

These wireframes are from my time on the Pharmacy team at Walmart. For illustration of wireframes only.

6. Prototyping

Prototyping plays a pivotal role in the UX design process as a dynamic tool for gaining invaluable user insights and feedback. By creating interactive and tangible representations of the design concepts, prototypes allow users to experience the product's functionality and flow firsthand.

Self service returns user flows: happy path.

7. Visual Design

Because there was nothing net-new, the visual design adheared to Walmart brand guidelines.

Sample screens of mobile web returns, design language compliant.

8. Usability Testing

We had three tenants while creating our research script:

Don’t break it!
Did the user understand it?
Did it bring value to the user?

Sample page of the research read out deck that was shared with leadership.

9. Collaborate with Development Team

Designing in parallel with the development team, especially with tight turnaround times, demands seamless collaboration and communication.

The synergy between developers and I became paramount as both teams worked concurrently to bring this concept to fruition. Close collaboration ensures that design decisions align with the technical feasibility and constraints of the development process.

The biggest challenge developers had to solve was to use the camera on mobile web to scan the QR code. It hadn't been done before, and they did it!

Proof-of-concept from the developers, testing mobile web scan.

10. Launch and Monitor

I finalized all designs, handed off to the developers (who pretty much had it done already!) and we launched!

What did we accomplish?

We were able to get out the MVP out the door in couple weeks.
We tested the prototype with real users to get quick feedback.
We adjusted and refined our design based on that feedback.
As a designer, I was able to push the dev team to implement mobile web scan.
We saw quick adoption and successful customers usage.
We launched an MVP to further monitor and iterate upon.

As with everything in a professional environment, teamwork was the only way we were able to acheive such an important task and reach out goals.

Launch letter sent out to leadership.

Case Study: Pandemic Returns