The Tension
BOPIS (Buy Online, Pick Up in Store) had a fundamental disconnection between digital and physical touchpoints. Customers who ordered online couldn't seamlessly transition to in-store pickup — the handoff was fragmented, requiring redundant steps and manual coordination between store staff and self-service systems. The digital experience ended where the physical one began, leaving a gap that frustrated customers and burdened staff.
My Approach
I designed an integrated 3-component solution that bridged the digital-physical gap. The Customer Care App gave store staff real-time visibility into incoming orders and customer profiles. The Self-Serve Kiosk and Locker system let customers check in, modify orders, and retrieve products independently. A Voice AI chatbot handled pre-visit questions and guided customers through pickup. I led the design across all three touchpoints, mapping the complete journey from online purchase through in-store experience to ensure every transition felt like one continuous interaction.
Tools & Methods
01 — Customer Care App: Real-time visibility into incoming orders, customer profiles, and locker assignments — the tool store staff used to orchestrate every pickup.
02 — Zero-Wait Self-Serve Kiosk & Locker: The physical centerpiece of the experience — customers check in, unlock their locker, and walk out without waiting in line.
Interactive walkthrough of the self-serve kiosk & locker — check-in, locker unlock, and pickup end to end.
03 — Customer Journey: End-to-end service blueprints mapping the complete BOPIS experience across all touchpoints, from purchase through in-store pickup.
04 — Interaction Flow: The Voice AI touchpoint that handled pre-visit questions and guided customers into the pickup flow before they ever reached the kiosk.
05 — Self-Serve Experience Flow with Kiosk: The complete in-store sequence — from welcome screen to locker retrieval to setup assistance and confirmation.
06 — Process & Wireframes: Early flow diagrams, low-fidelity sketches, and material explorations that shaped the Customer Care App and kiosk interactions.
Deliverables
- Customer Research Interviews
- CX/UX Audit
- Insight Generation & Strategy
- Personas & Journey Maps
- Wireframes & Prototypes (3 systems)
Methods
- Customer Research Interviews
- Service Blueprinting
- Journey Mapping
- Iterative Prototyping
Team
- Experience Designer
- Product Designer
- Industrial Designer
- Service Designer
- Business Analyst
- Software Engineer