Portfolio

Walmart eCommerce: "At-risk only" slots

I helped create “at-risk only” slots as part of Walmart Grocery’s COVID initiatives. These slots launched in mid-April 2020 and helped seniors, first responders, and other at-risk populations safely pick up groceries during the pandemic.

This was a content-driven project and I wrote all of the content, including the badge itself and the confirmation modal.

Walmart's press release for "at-risk only" slots

Since "at-risk only" slots are offered purely in good faith, conveying the proper tone was crucial; we had to be firm enough to deter desperate users or bad actors from abusing this privilege, but not so firm as to dissuade our target audience from booking the slots. The term “at-risk” was carefully considered, as our research showed that many at-risk customers object to terms like “vulnerable,” since it conveys more of a sense of weakness, and many of these customers don’t think of themselves as vulnerable. "At-risk only" slots have scaled nationwide, with positive results for customers and the business alike.

Walmart eCommerce: Review/edit substitutions

Previously, customers couldn't choose their own substitutions. They could only choose whether we'd provide substitutions or not, and lack of choice negatively impacted customer satisfaction.

  • All orders with subs: -3 NPS

  • Orders with rejected subs: -13 NPS

The designer and I created three designs, each with different strengths and drawbacks, and Research conducted a usability study. Eight participants tested these designs in one-hour sessions and provided invaluable feedback.

Here's the final design.

  1. Updated tab content fits users' mental models (a common question in testing was "Am I getting a replacement for this or not?")

  2. Order-level toggle fulfills a business need and allows users to quickly enable/disable all subs

  3. "Edit" CTA allows user to choose their preferred sub

Walmart eCommerce: Global Content Library

Walmart didn't have a single source of truth for common content elements like error messages, disclaimers, or emails, so I created a repository for these elements. The Global Content Library helps ensure a more consistent user experience and prevent UX writers and content strategists from constantly having to reinvent the wheel.

  • Library includes dozens of shipped error messages, legal disclaimers, emails, surveys, and other copy/microcopy

  • Library was quickly adopted by content strategists and designers for editing in-progress designs and creating new flows