Micro Fulfilment Center

My Role

I worked as a lead UX researcher and a concept developer during the ideation phase. Upon implementation, I was head of UI, focusing on visual and interaction design.

MFC Phase 1 duration - 3 months.

Project Goal

Enable SuperMart MFC to fulfill pick-up orders and deliver within 1-2 hr to the customers, leveraging the materials handling system's robotic MFC system for the first time.

Target Audience

SuperMart Micro Fulfillment Center employees are the target audience.

Video showing the concept of Micro Fulfillment

Challenges

Understand MFC user flows.
SuperMart to support pickup service with micro-fulfillment technology for the first time.
No reference product for competitor audit.

Research Conducted

Foundational research was conducted where stakeholders and subject matter experts were interviewed and requirements were gathered.
Stakeholders talked about the concept of MFC and how it is revolutionizing the US retail market for quick delivery of their grocery items to customers.
Requirements initial sketch provided by stakeholders which were the basis of ideation.

Initial Concepts/ Design Strategy

I used the Double Diamond design process which focused on research and design.

Based on the stakeholder requirements and interview I first defined the problem statement

Problem Statement

Mike is a SuperMart MFC employee who needs an MFC app because he needs to fulfill pick-up orders for SuperMart retail customers.

Goal Statement

Our Hybrid MFC app will let MFC employees fulfill pick-up orders which will allow delivering orders within a 1-2 hrs timeframe. We will measure effectiveness by analyzing the number of orders fulfilled without any delays.

Wireframes

Usability Testing

Think-Aloud Cognitive Walkthrough

Task 1: Ask user to view Ready orders

Task 2: Ask user to view Failed orders

Task 3: Ask user to search by customer name

Task 4: Ask user to view Location details

Task 5: Ask user to scan location

Task 6: Ask user to edit product quantity under cold location

Task 7: Ask user to save the edited quantity

Task 8: Ask user to review order

Task 9: Ask user to finalize order

Task 10: Ask user complete Customer Picked Up

Insights

Users felt complicated in order details screen

Some users thought the use of minimum colors will help else they felt overwhelming

Edit functionality to be made more prominent

Hi-Fi screens

Hi-Fi screen flow

Final Polished Designs - Phase 1

Conclusion

MFC app enabled SmartMart to fulfill pick-up orders within 1-2 hrs of the time frame. With its Beta testing its observed customers are able to pick-up their orders and the materials handling systems helped to increase the number of orders being fulfilled. In Phase-2 MFC employees will be able to delete items within a location in case of unavailability, highlight alcohol-contained products, and maintain quantity ordered and quantity fulfilled.

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