Buy-Online-Pickup-In-Store Brought to Life
2019
No one helps you find surprise and delight every day quite like Big Lots – a discount retailer operating more than 1,400 stores in the U.S. with product assortments in the merchandise categories of Furniture, Seasonal, Soft Home, Food, Consumables, Hard Home, Electronics and, Toys & Accessories. The launching of Buy-Online-Pickup-In-Store (BOPIS) is an example of how creating convenience can drive sales.
The Ask
BOPIS is becoming a crucial convenience play that bridges the online and offline experience for customers. Today, many retailers have implemented it as an ordering option. Big Lots, wanting to do it right and with a plan, decided it was finally time to get in on the action.
SERVICES
- Customer Research
- UX Strategy
- eCommerce Websites
- Agile Program Planning
THE APPROACH
We aligned on an agile workflow comprised of six two-week sprints, which maintained momentum through a reactive and highly flexible mindset. Immersive research and planning were the first steps we took toward creating the BOPIS program. Our teams absorbed all that they could about Big Lots’ business—and its competitors. Visiting Big Lots locations and getting feedback from real customers helped us enhance the overall shopping experience.
These upfront findings became the foundation of BOPIS. Strategy, functional annotations, and wireframes gave way to creative copy and design. Email, web, and SMS triggers worked as one to make the entire process seamless for the customer. Once regular business reviews concluded within a given sprint, we handed the work off to development.
Of special note is the expertise demanded from our UX Architects. They updated a taxonomy for all of Big Lots’ existing products, plus 12,000 products that would be launching exclusively for BOPIS. Additionally, they improved the taxonomy for filters/facets to support a better search experience.
The Outcome
We created a competitive BOPIS experience for Big Lots that was accomplished quickly, efficiently, and with an inspiring level of collaboration.
Award for Big Lots
2019 Honorable Mention
Value City Furniture | Email
Shopping gets a personal touch.
Channellock | Redesign
Redesign when thrown a wrench.