Walmart: Omnichannel Design for Stock-Up Shopping Trips
Industry
Client
Year
Challenge
Walmart Chile sought to redesign the omnichannel experience of two of its customers’ main shopping journeys: monthly stock-up and recurring replenishment.
The challenge was to integrate physical and digital interactions under a single experience logic, considering both people’s shopping habits and the previously defined channel strategy.
Results
Based on in-depth research into both journeys, we designed omnichannel experiences that identified improvement opportunities across the entire journey. The project resulted in an experience measurement model, a prioritized portfolio of initiatives, and a roadmap for implementing improvements aimed at delivering a smoother, more consistent experience centered on customer needs.