HOMEABOUT ME
Hi, I’m Liv. I believe we can make people’s lives easier through human-centered design, storytelling, and measurable results.
My biggest strength is my ability to “see the forest and the trees.”
I’ve led the transformation of essential customer experiences for one of the most prolific brands in the world, helped launched Walmart’s first AI support chat and still love those XS feature enhancements (they often make the biggest impact, don’t they?).
So, let’s get to know each other.
Contact me
Connect on LinkedIn
02 Enhancing cart for customer ease
RoleTeam Lead | Content Designer | UX Design
Opportunity
A percentage of Walmart customers were unknowingly creating new orders instead of adding to their existing deliveries; leading to cart drop off, longer wait times to receive items, and customer disappointment. We wanted make it easier to add items to existing scheduled deliveries so customers could receive the items they wanted faster.
With this data in mind, design asked, “How might we make adding items frictionless?”
Process
The design team believed if we could reduce the number of clicks to conversion, or skip the existing cart flow altogether, we could make it much easier for our users to edit their deliveries.
To explore this hypothesis, we ran unmoderated user testing on multiple concepts to uncover the simplest interaction for users.
The insights:
- A floating cart experience that followed the user was preferred to other the options
- Most participants liked seeing the summary of items before they’re added
- The floating menu provided security that they’re adding the right items
- Knowing the new order total was important to building customer trust
OutcomesThe floating cart experience is now the main way customers add items to their existing orders.
Results:
-
High adoption: 75% of orders now add items using floating cart experience
- Increase in add items order conversion rate
-
Significant reduction in “Create a new order” in cart, reducing split orders
- Multi-million dollar increase in GMV annually
- Ongoing roadmap for improvements to floating cart experience
Live today