Pick Up in Store, is a site-wide feature that allows customers to purchase items online, and pick it up in-store. This allows our customers to get their items immediately rather than waiting a couple of days for shipping. This also brings foot traffic into HealthKart retail stores for exposure.
Challenge
To give an omnichannel experience to existing Healthkart customers. Increase footfall into HK retails stores. Create a solution for the customers to discover & pick items from nearby stores
Customer Insights
We did qualitative research to identify customers pain points & scope for scaling the feature
Paint Points
Not sure about online store product quality
Need fast delivery
Need Online store offers and reward points at retails store
Customer Wants
Trusts stores as for quality nutritional products
Need advice/suggestion before buying fitness products
easy product navigation
Ideation
After understanding our customers, and the challenge, we went straight to the drawing board. We brainstormed new pick from store flow & new interactions that would help improve the experience for our users and enable them to discover product online pick from nearby HK store
Final Design
After testing and collecting metrics, the team decided to scale a more responsive solution that is both desktop and mobile friendly. Making the radio button visible and reducing the confusion of selection led to an increase in the features penetration rate.
Product Page
Store Page
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