Background

Our client, a retail company with both an online and brick-and-mortar presence, was looking for ways to increase revenue and improve the customer experience. One area of focus was allowing customers to buy items online and pick them up in-store, known as BOPIS (buy online, pick up in store).

Problem

The client had previously offered BOPIS but had limited success due to a lack of promotion and unclear communication with customers. Additionally, the process for fulfilling BOPIS orders was not streamlined, leading to long wait times for customers.

Solution

We worked with the client to revamp their BOPIS program. First, we created a marketing campaign to promote the option on their website and social media channels. We also made sure that the process for fulfilling orders was clear and efficient by implementing a dedicated pickup area in-store and training staff on how to handle BOPIS orders.

To further incentivize customers to use BOPIS, we also offered free gift wrapping for items picked up in-store. This helped drive more traffic to physical stores while also improving the customer experience.

Impact

• In-store revenue increased by X%

• Add-to-bag rate increased due to zero delivery costs

• Customer satisfaction improved with faster pickup times and free gift wrapping

• BOPIS orders accounted for X% of total online sales

Team

• Jane Smith - Project Manager

  • Oversaw project timeline and deliverables

  • Liaised between client stakeholders and development team

• John Doe - UX Designer

  • Designed user flows and wireframes for BOPIS process

  • Created marketing materials to promote BOPIS option

• Sarah Lee - Developer

  • Built out the dedicated pickup area in-store

  • Integrated BOPIS functionality into client's e-commerce platform