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.

View BOPIS live

View BOPIS live

View BOPIS live

02 - Approach

02

I led the initiative end-to-end, from early strategic alignment to launch. I presented the BOPIS concept and its business implications directly to the directors of Product and Marketing to secure organizational buy-in, then tasked my team with developing the cross-platform solution. User research and survey data made the demand clear. My focus was on translating that demand into an experience that was frictionless for customers and operationally sound for store employees, two problems that required very different design thinking. I partnered closely with store operations to redesign in-store fulfillment flows, minimizing employee wait times while improving order accuracy. I ran rigorous cross-platform usability testing to evaluate placement and language decisions, and maintained tight alignment with Research, Product, and Engineering throughout.

I led the initiative end-to-end, from early strategic alignment to launch. I presented the BOPIS concept and its business implications directly to the directors of Product and Marketing to secure organizational buy-in, then tasked my team with developing the cross-platform solution. User research and survey data made the demand clear. My focus was on translating that demand into an experience that was frictionless for customers and operationally sound for store employees, two problems that required very different design thinking. I partnered closely with store operations to redesign in-store fulfillment flows, minimizing employee wait times while improving order accuracy. I ran rigorous cross-platform usability testing to evaluate placement and language decisions, and maintained tight alignment with Research, Product, and Engineering throughout.

I led the initiative end-to-end, from early strategic alignment to launch. I presented the BOPIS concept and its business implications directly to the directors of Product and Marketing to secure organizational buy-in, then tasked my team with developing the cross-platform solution. User research and survey data made the demand clear. My focus was on translating that demand into an experience that was frictionless for customers and operationally sound for store employees, two problems that required very different design thinking. I partnered closely with store operations to redesign in-store fulfillment flows, minimizing employee wait times while improving order accuracy. I ran rigorous cross-platform usability testing to evaluate placement and language decisions, and maintained tight alignment with Research, Product, and Engineering throughout.

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.

02 - Approach

02

I led the initiative end-to-end, from early strategic alignment to launch. I presented the BOPIS concept and its business implications directly to the directors of Product and Marketing to secure organizational buy-in, then tasked my team with developing the cross-platform solution. User research and survey data made the demand clear. My focus was on translating that demand into an experience that was frictionless for customers and operationally sound for store employees, two problems that required very different design thinking. I partnered closely with store operations to redesign in-store fulfillment flows, minimizing employee wait times while improving order accuracy. I ran rigorous cross-platform usability testing to evaluate placement and language decisions, and maintained tight alignment with Research, Product, and Engineering throughout.

I led the initiative end-to-end, from early strategic alignment to launch. I presented the BOPIS concept and its business implications directly to the directors of Product and Marketing to secure organizational buy-in, then tasked my team with developing the cross-platform solution. User research and survey data made the demand clear. My focus was on translating that demand into an experience that was frictionless for customers and operationally sound for store employees, two problems that required very different design thinking. I partnered closely with store operations to redesign in-store fulfillment flows, minimizing employee wait times while improving order accuracy. I ran rigorous cross-platform usability testing to evaluate placement and language decisions, and maintained tight alignment with Research, Product, and Engineering throughout.

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.