Back to work
Solution Validation
To validate whether the new flow made the customer comment easy to find and check during picking, I showed the prototype to two order pickers and asked them to complete the order-picking flow independently.
Result
Both participants independently found and opened the customer comment to review the customer’s requirements.
After testing, I refined the prototype:
Combined the order information and customer comment into a single block.
Added the customer’s phone number to the same block.
Testing Results
Before testing
After testing
Task
Three years of experience as a Vkusvill order picker helped me identify an issue with customer comments and design a solution to reduce picking errors.
1. Order Comment
Combined two screens into one so the customer comment remains visible throughout picking, so the picker no longer needs to switch between screens.
Interface Changes
Removed delivery information because it is not needed by the picker and adds unnecessary clutter to the screen.
Removed the СЛ number because it is not needed by the picker. Kept only the order number they need.
Enlarged the product images to make the items easier to recognize.
2. Customer Comment
qEStays Accessible
The customer comment remains visible in a compact state throughout the picking process. When needed, the picker can expand it to read the full comment.
Interface Changes
Removed the order number from the product cards because it is already displayed on the screen, so showing it again is unnecessary.
Combined packages and products into a single block to reduce visual clutter.
Moved the customer’s phone number from the previous screen so the picker doesn’t have to go back when they need to contact the customer.
3. Comment Check
Before completing the order, the picker gets a final confirmation of the customer’s comment. This provides one last opportunity to check the requirements and avoid an error without slowing down the picking process.
Interface Changes
Moved the price to the left, as on the previous screens, to keep the information in a consistent position.
Context
Customers can leave specific requirements for an item in the order comments, such as expiration date, manufacturer, weight, or quantity.
Pickers read these comments before starting an order, then move to the item list. During picking, they need to reopen the comments to check the requirements when selecting an item and again before completing the order.
Vkusvill – Reducing Picking Errors
by Keeping Customer Comments
Visible
A mobile interface for order pickers that keeps customer comments visible during picking and helps reduce errors.
Problem
Customer comments are not visible on the item list screen. To check a comment, the picker has to go back to the previous screen.
This makes it easy to miss a comment or remember it too late, leading to unnecessary steps and picking errors.
User Flow Analysis
Analyzed the picker’s workflow from receiving an order to completing it to identify where customer comments could be missed and lead to picking errors.
Receives the Order
Pain points
After reading the comment, the picker has to remember its requirements throughout the picking process.
An important customer requirement can easily be forgotten.
Starts Picking
Pain points
Once the picker moves to the item list, the comment is no longer visible.
To check the customer’s requirements, the picker has to go back to the comment.
If an error is noticed during picking, the picker may have to return to items that have already been picked.
Completes the Order
Pain points
If a customer requirement is missed, the error may only be discovered after picking is complete.
Fixing the error may require additional steps, such as contacting the customer or involving a supervisor.
Key Insight
The customer comment is needed throughout the picking process, but once picking begins, it disappears from the picker’s working context.
Get in touch