Optimising E-comm Order Fulfilment
In short
A leading retailer faced challenges in optimising the fulfilment of e-commerce orders, particularly in the collection and handover experience for gig-economy delivery partners. Drivers perceived the retailer orders as financially less attractive, with varying pick-up processes across stores, inconsistent bag packing practices, and occasional gaps in in-store worker knowledge.
Client
Australian Retail Giant
Services
User Research
Continuous Discovery
Assumption and Hypothesis Testing