7-Eleven

7NOW Delivery

Role — Lead UX Researcher

Context

The 7NOW delivery team wanted to understand what features to build for a future release.

Problem

How might we improve the process of placing an order and increase retention of existing users?

Process

Conduct diary study and reference data from customer service agents, app ratings, customer interviews, and customer surveys.

Result

Product used the data to improve operations and fulfillment and update the way products are shown in the app.

The full case study