Mercatus Online Ordering
UX design lead for Mercatus, delivering a customer and employee facing online ordering platform for PriceChopper.
The Ask
Traditionally a customer would need to call the Customer Service desk at their local grocery store and verbally convey their order, usually the day before they wanted to pick up their order. The whole process was slow, prone to errors and an expensive service for a retailer to offer at no charge.
We were asked to develop a system where a customer could create an order and schedule the pick up at their local store using the website or a mobile app. We also designed the in-store order management and “order pick” process to optimize employee effort so that the store could fulfill more orders in less time.
The Results
After working with customers and employees who had used the manual process, we were able to design and deliver a system that enabled customers to create orders and to schedule same day pickup times.
The in-store platform enable employees to “shop” or pick multiple orders at the same time, suggest substitutes when original items were unavailable, and enabled customers to quickly review and revise they order (e.g. accept or reject a substitution) and to approve payment.