Streamlining Best Buy’s Curbside Pickup Process

In January 2021, my team and I competed in a 24-hour hackathon where we pitched a new pickup process to a panel of Best Buy executives.

Cast Study Brief 🗂

Team

Two developers, two managers, and one UX designer (me).

Role

Requirement generator, user researcher, and prototype creator.

Problem

Best Buy’s current curbside pickup process is slow and not COVID safe for employees and customers.

Solution

Create a new contactless and secure process utilizing predictive geolocation and scheduling algorithms.

Tools

• Design: Figma, Qualtrics, Google Docs, and Notability.
• Development: React Native, Firebase Database.
• Presentation: Google Slides, Adobe Premiere Pro

Design Process Used

Challenges

1. Thoroughly researching the problem space with a $0 budget.
2. Ensuring users were informed at every step of the delivery process.
3. Handing off implementable hi-fi design to developers.

Accomplishments 📈

• Predicted redesign to cause $1,716,000 in profit in 2021.
• Reduced parking-lot delivery times from a varying 5–45 minute window down to a predictable 1–5 minute window.
• Protected employees and customers from COVID during the process.
• Created and directed a structured design process.
• Collaborated with managers and developers to create an implementable MVP.

I am currently still writing an in-depth UX case study.

Here is a summary of our pitch presentation (by Jon Kim) in the meantime:

Pre-Design

Affinity Diagram:

Personas:

Early Design

Minimum Viable Process:

Mid Design

Medium-Fi Prototype:

Figma Demo Link

Late Design

Prototype Demo:

Cost Analysis: