Detailed interaction documentation

My colleague was responsible for authoring the interaction document for Walmart Pay. Show in the excerpt above, I took part in contributing to the document. This was one such example where we detailed the interactions within the payment drawer and covered various combinations of payment methods. The interaction documents were designed to be platform agnostic; making notations where the design would differ between platforms.

Concept testing

Here we tested customers' understanding of the feature and gauged their interest in repeat use.  We uncovered some issues that helped us optimize the flow and better understand the value add for our customers.  Under the guise of Mobile eGift Cards and Mobile Pay, we tested the concept of making payments in the store using a mobile device while keeping a high level of secrecy about the feature.

Usability testing and shop-alongs

As the pilot became active in a small number of stores, our research team conducted qualitative tests to understand how our customers were experiencing the new feature.  We recruited very specific customers for the study; ones who fit our personas perfectly.  I was lucky enough to join the team for a few shop-along studies.

We visited customers in their homes and asked them a range of questions revolving around their shopping habits and their relationship with Walmart.  From there we prompted them to set up the new feature, then we accompanied them to a store to observe them shop and use Walmart Pay for the first time at our point-of-sale.  The experience was eye-opening and the learnings invaluable.  We gathered usability issues, bugs in the system, and even operational and environmental issues with the entire process, had them prioritized, and got to work fixing them before the feature launched to our full chain of 4600 stores in June of 2016.

Finished visuals

The final visuals were design for both iOS and Android platforms in parallel, and delivery was split into 3 phases that culminated in the full feature release.

Results

Walmart Pay released in June of 2016 to over 4,600 stores and one year after release we had 1 million unique users and 88% of users returning. Then in July of 2018 the feature reached nearly 4 million unique users. My colleague and I were awarded a design patent (D820,850) for our payment drawer design.

Special thanks to each brilliant mind on our Walmart Stores team. This work is the result of hard work and great collaboration.