Kroger's Exchange
Workflow

Reimagining the Existing System | Case Study

Project Type

Group of 8

Duration

3 months

Contribution

Primary & Secondary Research, Storyboards, Designs, Usability Tests

Project Sponsor

Brian Botos

Senior Product Designer,

Kroger

Some Context

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Instacart is an online grocery delivery and pickup platform that connects users with personal shoppers to fulfill orders from local stores. Kroger is one of the largest stores on Instacart.

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Currently, Kroger only has a refund option as part of their resolution process on Instacart. This leads to frustration, especially for customers who prefer exchanges over refunds.

Our team, along with our Kroger Project Sponsor, reimagined the resolution process with an exchange flow for pick up orders of Kroger on Instacart. This was done on Instacart's frontend and Kroger's backend.

Our Aim is to Optimize the Customer Experience of filing Exchange Claims for Instacart Pickup orders at Kroger.

The Current Scenario

1/3

Where the Problem Lies

Problem: Only refund option available as part of the resolution process.

Solution: An exchange option on the Instacart App to solve for customers' frustration.

What Stuck

Frontend Workflow

In the "exchange an item" option that we are proposing, customers select which item they wish to exchange, what they want to exchange it with, and either pay or receive the difference. A QR code will then be generated which will help carry out the in-store exchange process.

Problem: Kroger does not support in-store exchanges of orders placed through Instacart.

Solution: A dedicated exchange system integrated into Kroger's backend system to support in-store exchanges.

What Stuck

Backend System

Once the QR code is scanned and validated, Kroger’s backend system confirms the exchange details retrieved from Instacart and finalizes the process. Kroger associates simply verify the details and fulfill the replacement. We designed a new exchange flow that includes details needed to facilitate exchanges from Instacart.