Pret: Identifying operational needs for a new B2C digital service
Internal user research & service design with Pret shops & the digital product team.
Brief
Map out the back stage fulfilment process for large delivery orders + identify gaps in the design & scope of the MVP digital service.
Approach
Analysis of existing marketplace & B2B online ordering and fulfilment process. Observation of order packing & processing in several busy shops. Mapping end-to-end process, whilst highlighting gaps and inefficiencies.
Outcome
Visual map of the fulfilment process in shops with pain-points & opportunities.
Workshops with product team to prioritise most needed features for roadmap.
Contextual research
Shadowing operational staff as they respond to incoming large delivery orders to understand each step of the process and identify opportunities for innovation.
Outcome: Fully documented process map along with critical user needs, pain-points & opportunities.
Evaluating proposed fulfilment solutions
Testing back-stage order tracking & fulfilment apps with in-store operational staff to understand how well proposed setup & features align with operational needs..
Outcome: Identofied needs for grouping orders by delivery location, demand planning and updating order statuses in bulk.
Order fulfilment journey map + gap analysis
Back stage operational process mapped & reviewed for potential risks and gaps in proposed digital solution.
Outcome: A number of critical roadmap features identified to align new digital tools & operational process more closely and deliver an end-to end service that works for both customers and operations.