<aside> ☝🏻 Fun Fact: I was on the project that developed the groundwork for Dick’s BOPIS (Buy Online Pick Up in Store) functionality in their mobile app that was implemented at a critical point in time - the summer of 2020, when COVID-19 arrived in the States.

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🤔 Things I learned

• How to conduct various styles of in-person research
• How to better facilitate team design and co-creation workshops
• Retail lingo - more than I ever thought existed (like, a BOPIS project?!)

🔑 Key activities

• Multiple rounds of in-store research
• Journey + Feature Mapping
• Wireframing + Prototype Building
• Final VP presentation

🌟 My Project Highlights

• The team - both my fellow interns as well as the fulfillment innovation and design teams at Dick’s were so friendly, supportive, and collaborating with them was such a privilege at that point in my UX career
• The competitive research - 2019 was such an up and coming year for car-side pickup for retail in the US, so driving around Pittsburg to be “secret shopper” was interesting to me to get to see what other retailers were doing
• My work is now out in the world - very exciting to say about intern work!

Our Challenge

Our group of 3 interns (2 software engineers and myself) were given the following challenge from the Fulfillment Innovation product team at Dick’s:

Enhance the buy online, pick up in store (BOPIS) experience through the use of technology.

Benchmarking

Before getting started on designing the digital pickup experience, we wanted to know what was already out there. Summer of 2019 was a time when retail stores were just starting to roll out their pickup experiences (crazy to look back!). We engaged with a total of 9 pickup experiences around Pittsburgh, from in-store retail, in-store food pickup, and car-side retail, and recorded the time it took for our orders to get to us as well as the technology involved in the process.

Our Question: Why do customers BOPIS? (Not BOPIT)

After benchmarking similar experiences, we set out to learn why customers chose this method of shopping at Dick’s Sporting Goods specifically and what made their experiences unpleasant.

We achieved this through in-store customer interviews and an analysis of negative customer BOPIS feedback provided from customer satisfaction surveys.

Scope Definition

In collaboration with the engineers, we participated in a series of research synthesis and planning activities including:

• Epic Mapping
• Learning + Solution Pairing
• High/Low feasibility and Impact Matrix Charting
• User Flow Diagramming