1. Walmart
Grocery App
Review
Anand Bhat
Kelley School of Business | Indiana University
agbhat@iu.edu | LinkedIn

2. Downloaded and
signed up into the
Grocery app
Entered my ZIP Code
(No delivery at
Bloomington, IN)
Reserved pick up time
from available slots
Searched, browsed,
added to cart
Paid via credit card –
received mail + app
notification
Checked in before
driving store
Located ‘Pick up’ area,
parked the car
(notified customer
help)
Walmart Associate
loaded all items, got a
sign off
Received mail + app
invoice
Received Savings
catcher
My Grocery Shopping Experience
Overall: Time Saved! No Impulse buys! Goody bag for 1st time shoppers!

3. Instances of Delight
• Easy set up, browsing, less
clutter
• Quick access customer help
• On-time, apt notifications
• No Ads
In-App
Experience
• Large choice of SKUs
• Bar code scanner – a
timesaver!
• Details + nutrition info on
product
Shopping
• Navigation support, easy ID
of ‘Pick-up’ area
• Quick access customer help
• No wait – simple loading
steps
Pick up
Experience
Overall: Time Saved! No Impulse buys! Goody bag for 1st time shoppers!

4. What users have to say
25
11
8
10
25
1
2
3
4
5
Reviews Last Month
2.9
80 total
Top Concerns - Repeating steps, order transparency, lack of flexibility
Pre-pick up
• Pick-up time expiry in app
• Constant sign-outs
Pick up
• Price mis-match – Store vs App
• Item substitution with changed price
Post-pick up
• No return policy without paper receipt

5. Scope for Improvement
•Increased Sessions
•Increased Referrals
•Onboarding Future Users
•Improve C-Sat
•Flexibility in Order, Price
Changes, Notifications
•Instant Feedback Loop
•Longer Engagement
•Unique SKU Promotion
Strategy
•Spending Behavior Data
Recipes: Pick
the right
ingredients for
that tasty pasta
Customer Chat:
Chat with Cust.
Care to fix
before & after
pick up glitches
Shareable Cart:
Share order
with family for
review
•Increase slot
utilization
•Match order
processing capacity
•No loading associate
required
•Hands-off
operations
•Improve C-Sat
•Payment Flexibility
Pay on Pick
Up: Pay on
arrival for
picking up
grocery
Self Service
Pick Up:
Arrive, pick
up, leave on
your own
Happy Hours
Pick Up:
Promote
specific slots
for pick up
IN-APP
EXPERIENCE
PICK UP
EXPERIENCE
Focus on Customer Convenience – Earn Life Time Loyalty

6. Wireframe – Landing Page
1. 5 ways to shop:
Search, Voice,
Categories (Home),
Scan, Recent
purchase
2. Display Coupons,
Sales, Promotions
Focus on Improving Discovery, Increasing Cart Size

7. Use Cases – Customer Chat
DREAM STATE – Shopping Assistant to solve product concerns

8. Use Case – Shareable Cart, Recipes
DREAM STATE – Invite family
to browse shop items, track
who’s adding what, Increase
referrals
FUTURE STATE – Platform to
promote unique SKUs,
Another in-app monetization
option

9. Appendix
• Tools:
• App Review Extraction – www.heedzy.com
• Wireframing Tool – www.proto.io
• Attachment:
• App Review – 15-Feb-2018 to 18-Mar-2018