UX Case Study
Uncovering the discoverability of Walmart’s giving programs
UX Research with some aspects of Service Design
October 2023 - November 2023 (3 weeks)
Details of my work are confidential. However, here is a glimpse of what I and the team (1 additional designer) worked on for this project.
BACKGROUND
What are Walmart’s giving Programs?
This project derived from the first initiative, which you can read in my case study: Understanding Walmart Foundation’s Giving Ecosystem. Several phases of work were completed after the first initiative, which discovered inefficiencies and disjointed user experience for Walmart associates and non-profit organizations within the 8+ Giving programs.
The discoverability and participation of Walmart’s Giving programs became the priority focus for the next phase of work, so I rejoined the project to lead a team of 6 designers.
The team and I set to uncover insights on how Walmart associates and non-profit organizations discover and engage with Walmart’s Giving programs. As a result, we were able to provide deeper understanding of the discoverability of Walmart’s Giving programs and provide recommendations that will direct the strategic planning and refinements of Walmart Foundation’s offerings.
PROCESS
Filling in knowledge gaps.
There were 6 user roles who support, engage, or participate in the Giving programs. Knowledge gaps around users’ experiences that were unique to their roles and how they engage in Giving programs led to limited understanding on how to best enable Walmart associates and non-profit organizations to get faster support for their causes. Within 3 weeks, I led the team to conduct user interviews (26 total) and collect surveys (78 total) to understand how users discover and engage with Giving programs, understand their current experiences, and gauge awareness, engagement, and participation in the Giving programs.
After multiple sessions of user interviews, affinity mapping, and survey analysis, we were able to uncover that the process inefficiencies and disjointed user experience resulted in poor discovery, lack of awareness, and low engagement of Giving programs among Walmart associates and non-profit organizations.
OUTCOME
Turning insights into actionable items.
The team and I provided presentation share-out deck to showcase key insights to highlight areas of pain points and opportunities that emerged from the research. Our work also provided baseline metrics to understand user’s current level of awareness and participation in the Giving programs and recommendations to improve areas of concerns.
As a result, we were able to inform timely, strategic conversations about how to improve the Giving programs’ discoverability, awareness, and user experience in FY2025.
REFLECTION
Lessons Learned.
To complete the research within 3 weeks, that was not an easy feat for me and the team. Due to the time constraint, I had to adapt our processes to adjust to the limitations that were placed within the project. This included trying new methods or adjust methods to be more iterative and agile to ensure that our team was able to complete their work and be successful.
This project was the first project that I had to lead a team under a very short project timeline. However, it allowed me to learn how to adapt to my situation and lead under pressure.
I understand that there were some tradeoffs to complete the project in a short timeline. However, the team and I did the best that we could, given the circumstances that we were in. For that, I am proud of my team and all the hard work that they put in ensure that we delivered quality work to the best of our abilities.
read other case studies
Giving Ecosystem
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Understanding Walmart Foundation’s Giving Ecosystem
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Uncovering the discoverability of Walmart’s giving programs
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