Catch
Discover how Catch might encourage Club Catch Customers to use Click and Collect.
The summary
- Alignment workshop: Agree-upon the project goals, research approach and methods
- Secondary research: Understand the problem space through existing research and landscape reviews
- Stakeholder interviews: Understand the stakeholders perspective and capture their ideas
- Customer Interviews and Survey: Understand the motivators and detractors through in-depth interviews and survey
- In-Store visit: Understand the pain points and opportunities of the current service
- Analysis and synthesis: Make sense of the research to define the actual problem that needs to be solved
- Showcase: Realign by sharing the research results, progress and direction with stakeholders
The background: The business saves in delivering multiple orders to one store versus single orders to multiple homes/offices. Therefore, Catch wanted to explore how they might encourage customers to pick up their order from one of their business partners' stores rather than the customer’s home/office.
My role: I planned, facilitated and analysed the research while working closely with key stakeholders.
The approach: After aligning the project's goals with the product owner, I met with key stakeholders to gain their insight and brainstorm ideas to share with customers. I then met with customers remotely to gain insight into the current and ideal experience and get feedback on ideas. Finally, I analysed the interviews, observations and surveys to derive insights, recommendations and next steps.
The deliverables:
Final showcase
Report containing clear, practical and actionable insights, recommendations (with visual examples), and next steps.
The results: The research identified barriers to the hypothesis to address before further experimentation could be successful. Three clear next steps aligned with detailed, evidence-based recommendations — including visual examples — mapped the path forward.
20 Prioritised ideas • 06 Idea Categories • 03 Insights • 03 Recommendations • 03 Next Steps
The details
Coming soon!