Up until this point, most of my time at Foxtrot had been spent working on customer facing projects. I was unfamiliar with the tools that store teams were using to power our e-commerce business. I was excited for the opportunity to immerse myself in the operations of our business.

I visited six Foxtrot locations and asked the store manager for each to walk me through the process of how their team picked and packed items for an online order. I also spoke with countless store team members about their experiences and how we could improve the process.

Though each store had its own unique way of fulfilling online orders, the core workflow they followed was roughly the same. My goal was to document that core workflow and pinpoint issues that were preventing the team from working more efficiently.

Our goal was to build a mobile app that allowed store team members to manage all online orders quickly from the palm of their hand. The app would be fully integrated with Clover, eliminating several redundancies in the fulfillment process. It would also allow pickers to scan items as they picked orders to ensure order and inventory accuracy.

I designed and documented the Pick & Pack app over the next two months, working closely with my product manager and stakeholders to make sure we were building the best possible product. My main challenge during this time was establishing a workflow for actually picking items. We ended up creating a process that allowed store team members to not only pick items, but replace items and add items to orders as well.