This project was developed in collaboration with OBA as part of the Amsterdam University of Applied Sciences' Master Digital Design. Visit the case study about this project to read more details. Feel free to get in touch with me if you have questions or want to talk about this project!
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PLUS
Since the COVID-19 pandemic, online grocery shopping has become essential in people’s lives. Supermarkets face pressure to provide a digital shopping experience that parallels in-person shopping. PLUS is a unique supermarket that must overcome this issue. Our task was to enhance PLUS’s digital platforms and boost the brand online.
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Project background
Project background
How to improve and personalize the digital space of PLUS?
PLUS is a cooperative business, where 300 entrepreneurs each run their own supermarket. When customers order their groceries from PLUS, the goods come directly from the stores in their neighborhood.
Each store also offers local products that are unique to that location, and which are loved by the community around the store. These are handpicked by the entrepreneurs who manage the store.
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The challenge
Challenge 1
The local products are different in every store, and they rotate on a regular basis, and updating the latest product selection online requires significant effort.
Challenge 2
The other problem takes place during the ordering process. Aside from phone calls, there is no other way for them to reach each other. Therefore, communication issues often occur between the employees and customers.
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The process
Streamlining Order Management
In addition to streamlining and enhancing functionality for franchisers and PLUS personnel, our goal was to promote awareness of and use of the mobile application for PLUS customers. We developed innovative concepts that benefited every party involved in the shopping process.
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Personalization
By incorporating a personalized approach into the app, we were able to translate the values of the actual PLUS stores into the digital space. The features we implemented are future-proof and make sure that PLUS is able to scale up their business online.
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Promoting local goods
We designed a portable lightbox in which entrepreneurs can photograph local goods. To upload these photos we created a new section in the PLUS app for the employees and entrepreneurs.
A personal experience is at the core of the PLUS brand. To mirror this effect online, we added a feature where customers have the freedom to completely personalize the layout of shopping sections.
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Improving communication
Giving delivery people access to an organized view of their orders to be fulfilled was essential. In this simple overview, they can also spot items that are out of stock.
We added a chat function to the mobile application, where customers can communicate with delivery persons about their orders. They can also independently make selections for replacement items at a time that is convenient for them. To quicken this process, we added an AI-powered feature, so that when customers search for alternatives, suggested options will pop up based on user input.
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First prototype
New design decisions
Designing for digital illiterate users
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Other work
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