Walmart InHome
Transforming a pilot delivery service into a national premium offering, achieving 10x growth
Role
Lead Designer
Platforms
Responsive Web
iOS
Android
Tools
Figma
JIRA & Confluence
Usertesting.com
Year
2022
The Challenge
Walmart needed to scale its InHome delivery service nationally while integrating it seamlessly into the Walmart+ ecosystem. This meant transforming a standalone pilot into a premium service offering that could handle targeted 10x growth.
My Role
As Lead Designer, I spearheaded the end-to-end experience design, scaled the design team to 6 members, and orchestrated collaboration across 40+ teams.
Collaborating with my product and engineering counterparts I started with a service blueprint to guide us forward and developed the "Plus Ups" framework that enabled national scaling for InHome and beyond.
The Stakes Were High
InHome was operating as a standalone service with limited scalability. To achieve national rollout, we needed to:
1
Integrate with Walmart's existing ecosystem
2
Differentiate from Walmart+ membership offerings
3
Enable rapid scaling for InHome and other premium offerings
4
Double down on premium service quality at scale
A preview of key moments' Before and After
The Complexity
With 40+ teams involved and multiple technical constraints, we needed a framework that could:
1
Create clear value proposition for customers
2
3
Align diverse stakeholders
4
Support rapid scaling
Strategic Framework
We developed the "Plus Ups" framework to position InHome as a premium add-on within Walmart+. This strategic move:
1
Created clear differentiation
2
3
Established a scalable model for future premium offerings
Design Process
1
Service Blueprint Mapping
We mapped the entire service journey, identifying integration points and optimization opportunities.
2
Experience Principles
Developed core principles to guide design decisions and align stakeholders
Premium yet accessible
Seamlessly integrated
Scalable by design
3
Iterative Design
We mapped the entire service journey, identifying integration points and optimization opportunities.
Created high-fidelity prototypes
Refined based on stakeholder feedback
Did evaluative user study
Implemented accessibility standards
Planning, tracking & product design artefacts
