Overview
Senior UI/UX Designer | Sept 2022- Present
In the past two years, I have been leading UI/UX design initiatives within the Albertsons fulfillment team, focusing on optimizing the in-store picking and handoff experience. Working on a complex, high-impact system used daily by store associates, I collaborated closely with cross-functional teams to improve usability, efficiency, and adaptability across diverse store environments.
By redesigning key workflows and introducing new features, I helped enhance operational efficiency and reduce friction in order fulfillment. Additionally, I spearheaded gamification to improve performance and engagement.
Acupick app redesign:
Optimizing store associates’ workflow
Overview
AcuPick is the internal app used by store associates to fulfill customers’ online orders at Safeway stores. The app supports the full order fulfillment process, including picking, staging, destaging, and handoff.
Redesign goals
My primary focus was on picking and staging, two crucial steps in the workflow. This redesign aimed to create a more scalable, accurate, and user-friendly experience for store associates:
Improve Efficiency – Streamline workflows to avoid confusion.
Increase Associate Satisfaction – Make the experience more engaging and intuitive.
Before redesign
The previous design was cluttered, inconsistent, and inefficient for pickers.
My Role & Contributions
As a UI/UX Designer, I led the end-to-end design process, ensuring that the new interface met both business needs and user expectations. My contributions included:
Understanding core issues: Conducted research to identify key pain points in the existing workflow that were slowing down associates.
Design & Iteration: Created wireframes and prototypes to simplify complex interactions and make the app more intuitive.
On-site user testing: Observed store associates using the app in a real supermarket setting, gathering insights for refinement.
Specialized use cases: Designed workflows for different product types, such as weighed items (e.g., meat and produce) that required unique handling processes.
Continuous improvement: Post-launch, worked with researchers to collect user feedback and further optimize the experience.
After redesign
Clear task breakdown and linear flows reduced errors.
Delightful UI and feedback helped reduce stress and boost engagement.
Designing for a highly complex enterprise app requires accounting for numerous use cases and edge scenarios.
This redesign involved structuring intricate workflows, handling multiple interaction patterns, and ensuring a seamless experience for diverse store operations. Each section represents a critical part of the fulfillment process, from manual entry and automation to issue scanning and exception handling.
We added the " Add location " feature because store associates would like to provide item location (when the information is missing from the app) to improve the efficiency of others' picking.
Impact & Results: How AcuPick Redesign Drove Efficiency & Satisfaction
The redesigned AcuPick app significantly improved store associates’ efficiency and overall user experience, as validated by post-launch research and user feedback.
Increased Customer & Associate Satisfaction
Customer NPS (Net Promoter Score) increased from 46 → 60(+30%), significantly improving overall customer experience.
ASAT (Associate Satisfaction Score)score improved from 47 → 63 (+34%), demonstrating a significant boost in associate satisfaction.
‘Very Satisfied’ associates nearly tripled, further validating the usability enhancements.
Enhanced List View Usability
81 ASAT score in the redesign survey, reflecting a highly positive reception.
81% of associates reported being either ‘Satisfied’ or ‘Very Satisfied’ with the new list view, confirming that the redesigned interface better supports their workflow.
Productivity labor rate decreased by 0.3%, reducing inefficiencies in order fulfillment and improving store operations.
Clearer & More Actionable Home Screen
84% of associates agreed or strongly agreed that the home screen now provides all the necessary information to start picking, reducing confusion and improving task efficiency.
This video showcases the redesign of AcuPick and the positive impact of its new features. While my teammates created the video for a presentation, I actively contributed by providing feedback and input throughout the process. The success of this app reflects our strong team collaboration and dedication.