The Global Pandemic of 2019 triggered a lot of changes through-out the world. People now had restrictions placed on them, both financially and physically, society now had to be a little more mindful of how they lived their everyday life. As the world was on-lock down, grocery stores needed to pivot and put processes in place as consumers were now relying heavily on their retail partner as their primary source for food.
In order for these industries to stay afloat they were required to put both system thinking and process thinking in place all while keeping the customer journey top of mind. With the reduction of foot traffic, triggered retailers to pivot into the digital ecosystem and create on-line ordering resources, if one did not already exist. (Problem Definition Process). This Business Process Management tool, of on-line ordering sites, helps organizations control and align processes with their strategies and objectives as the business continues to evolve.
As a frequent shopper to Shoprite, it wasn’t until the pandemic that I (actor) started to use their on-line ordering tool. This user friendly app allows me to save time and money, from the ease of my living room.
Using the example ordering apple juice, the below customer journey map, lays out how this is process is achieved. In a total of 7 simple steps, I was able to order within minutes. The information architecture (IA) of this site, the foundation of this software is very well organized and structured in a clear and cohesive matter. From the schemes and structures, labeling and navigation systems, to the search bar, this app was designed following Don Norman’s Design Principles in mind.
Though the pandemic is almost behind us, this process has become a part of my daily routine and I have yet to step foot in my local Shoprite.
References:
https://www.nngroup.com/articles/journey-mapping-101/
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