Whole Foods UX
Overview
I spearheaded a UX/UI program specifically to my store mid October 2022. I gathered a group of individuals that work in the store in different roles who would then be interviewed to compile different user experiences in our store.
Goal
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To make a customers experience in our store more seamless.
Scope
To take any issues that our customer are running into and eliminate them, no matter how big or small.
Team
Patrick Conlan
Nique Garcia
Jenasis Hager
Role
UX Researcher, UI Designer - Prototyping, Designing, Implementing.
We are the first and last face the customer sees.
Prompt
Our customers are loyal and come back when they have had a good experience. What steps can be taken to increase customers return? How can we make new customers feel they have had a good shopping experience? Lastly, how can we improve on the interactions our return customers have?
Solution
I made a list on located at the front of the store where all team members can access. On this list team members are able to write down issues/concerns they are seeing our customers run into. Once this list is populated, we meet once a month as a group to discuss.
The Team
It was important for me to make sure that I was getting a good mix of individuals. I wanted as broad of a talent pool as I could get.
The Leads on this group:
Myself (Patrick Conlan) - The senior supervisor on our team
Nique Garcia - Who is our teams leadership
Jenasis Hager - who is a newer supervisor, and has a good relationship with the customer service team .
Beyond the leads of this group I wanted to have focus groups comprised of team members that span all the areas of our team.
Housekeeping, Cashiers, Information Booth, Cashier Assistants, Ecommerce.
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These team members would vary depending on who was available at the times the meetings were held.
Meetings
During these meetings, the team and I would rally around and discuss potential solutions for issues that were notated on the sheet that our customers were experiencing.
During these conversations we would have one team lead making notes about potential solutions that were being made.
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The space for these solutions were open, we had a policy of "No idea is too crazy". We did this so that we could see what solutions existed and build off what we came up with.
Action
Once solutions were created, we then would implement them on the floor and make them live. Once the solutions were live, we would take notice if these solutions were aiding or having negative to no effect.
If the solutions were aiding our customers, then that topic had met a successful ending.
If the issue was made worse, or had no real effect then the next meeting we would reassess that issue, and attempt to come up with a new solution.
We would repeat this process until a solution was found.
Continuing to Build
This is a process that is still used today in that store in an attempt to make the store a better place for customers to shop, and to make positive interactions between customers and team members.
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This formula is built with the idea of not having a complete end, because as we have seen in the retail business formula, things are always changing and one year can look much different from the next. To stay ahead of any potential issues, we will continue to use this method.