Our findings suggest many possible ways of improving the curbside pick up experience for Home Depot customers. To prioritize the top three functional requirements for our design ideation, we each brainstormed ideas that we thought were of high relevance, importance, and impact to our findings and the problem we’re trying to solve. Ideas that had the most findings backed up were then selected to serve as our functional requirements.
Interestingly, the top three requirements we decided on also overlapped with what we saw from one of our survey questions, where we asked customers to rank features they deemed most important for any curbside pick up experience.
To decide on our non-functional requirements, we brainstormed ideas based on our overall impression from customer interviews and online forum research. We then worked as a group to find evidence from findings and link these findings to our ideas, and filtered out a list of requirements that we thought would yield the most relevance, importance, and impact.
Below are our functional and non-functional requirements:
Customers should know exactly when their order will be ready. When they arrive at the store, the wait time for them to receive the order should be within 5 - 10 minutes at most. Related to: F15, F24
Customers should be able to see live updates on their order status, including what stage their order is at whenever they check on their order. Related to: F15
Customers should be able to find parking easily for their specific type of curbside pick up. Related to: F11, F14
Customers feel a sense of ease about the curbside pickup experience. The overall curbside pickup systems involved in the system are easy to use and understand for the customers. Regardless of access to technology, curbside at THD should work for you. Related to: F8, F23
Customers are confident that help and support is always available. It is easy to ask for help, and associates will adequately address customers’ needs relating to curbside pickup, including those of diverse abilities when it comes to strength and tech savviness associated with age. Related to: F7, F18, F21
Customers should have a pleasant experience during the whole curbside pickup experience. This includes the ordering via app or website itself, the status updates during the waiting time and the actual pickup. The system should facilitate joy and delightfulness during customer interaction. Related to: F9, F11, F12, F15, F23
Customers should trust the Home Depot Curbside system. They should be confident about the overall pickup process. The system should just work so they do not have to worry that something unexpected is happening. Related to: F7, F13, F19, F23, F24