Enhancing the Foot Locker Shopping Experience: BOPIS Implementation
Industry
Tech, Eccommerce
Client
Foot Locker
Year
(2020)
Role
UX / Product Design lead
Manger / Product design lead
Year
(2020)
01 - Challenge
01
During the COVID-19 pandemic, consumer demand for safe, flexible fulfillment options surged rapidly. Foot Locker's existing Pick Up In-Store feature was underperforming. The experience was unclear, inconsistent across platforms, and failing to drive adoption at a time when it mattered most to the business and to customers. As UX Manager, I was tasked with leading the redesign and cross-platform launch of a BOPIS experience across iOS, Android, and web, while simultaneously working with store operations to ensure the in-store fulfillment experience matched what we were building digitally.
During the COVID-19 pandemic, consumer demand for safe, flexible fulfillment options surged rapidly. Foot Locker's existing Pick Up In-Store feature was underperforming. The experience was unclear, inconsistent across platforms, and failing to drive adoption at a time when it mattered most to the business and to customers. As UX Manager, I was tasked with leading the redesign and cross-platform launch of a BOPIS experience across iOS, Android, and web, while simultaneously working with store operations to ensure the in-store fulfillment experience matched what we were building digitally.
During the COVID-19 pandemic, consumer demand for safe, flexible fulfillment options surged rapidly. Foot Locker's existing Pick Up In-Store feature was underperforming. The experience was unclear, inconsistent across platforms, and failing to drive adoption at a time when it mattered most to the business and to customers. As UX Manager, I was tasked with leading the redesign and cross-platform launch of a BOPIS experience across iOS, Android, and web, while simultaneously working with store operations to ensure the in-store fulfillment experience matched what we were building digitally.
03 - Process
03 - Process
03
The project ran through a fully remote environment due to COVID-19, which required deliberate communication structures. I held consistent one-on-ones with the Product Manager to keep alignment tight and design decisions grounded in business priorities. I led agile sprints with regular design reviews and retrospectives to keep the team moving and surface issues early. We built distinct UI components for each platform, iOS, Android, and desktop, rather than forcing a one-size-fits-all approach, which significantly improved the experience fidelity on each surface.
The project ran through a fully remote environment due to COVID-19, which required deliberate communication structures. I held consistent one-on-ones with the Product Manager to keep alignment tight and design decisions grounded in business priorities. I led agile sprints with regular design reviews and retrospectives to keep the team moving and surface issues early. We built distinct UI components for each platform, iOS, Android, and desktop, rather than forcing a one-size-fits-all approach, which significantly improved the experience fidelity on each surface.
The project ran through a fully remote environment due to COVID-19, which required deliberate communication structures. I held consistent one-on-ones with the Product Manager to keep alignment tight and design decisions grounded in business priorities. I led agile sprints with regular design reviews and retrospectives to keep the team moving and surface issues early. We built distinct UI components for each platform, iOS, Android, and desktop, rather than forcing a one-size-fits-all approach, which significantly improved the experience fidelity on each surface.
04 - Results
04
53% YoY increase in BOPIS sales following launch. Streamlined in-store fulfillment processes reduced employee wait times and improved operational satisfaction across store locations. BOPIS became one of Foot Locker's most-used fulfillment options, demonstrating the organization's ability to adapt to shifting consumer behavior under significant market pressure.
53% YoY increase in BOPIS sales following launch. Streamlined in-store fulfillment processes reduced employee wait times and improved operational satisfaction across store locations. BOPIS became one of Foot Locker's most-used fulfillment options, demonstrating the organization's ability to adapt to shifting consumer behavior under significant market pressure.
53% YoY increase in BOPIS sales following launch. Streamlined in-store fulfillment processes reduced employee wait times and improved operational satisfaction across store locations. BOPIS became one of Foot Locker's most-used fulfillment options, demonstrating the organization's ability to adapt to shifting consumer behavior under significant market pressure.