Role Senior User Experience Architect - Contract
Responsibilities Google Sprint facilitation, Chatbot prototyping, assist User Research in-store and at-home
Team Product, Tech, Content Strategy, Illustrator, Technical Project Manager

Google Sprint Overview

We decided to conduct a Google sprint in order to build empathy and a shared understanding of the problem. We partnered with stakeholders from Fulfillment, and Tech, mapped out the entire experience, and conducted a Known/Unknown exercise that aligned us on everything we knew, and which problems to focus on. We landed on solving the problem of an empty pickup desk, and we tested a provocation around using a Chatbot to help shoppers connect with an associate.

We decided to hack the Google Sprint by extending it out for 2 weeks to fit in recruiting participants for in-home ethnography, and a shop-along usability study, in order to validate if this idea resonates with Walmart shoppers.

The results were Walmart users were distrustful of Facebook messenger, but SMS text messaging showed promise.