Leading UK supermarket reinvents order fulfilment to improve efficiency

We helped the grocery giant improve operational efficiencies with a streamlined fulfilment system.

  • User research reveals key pain points and needs
  • 40% efficiency gains through new system and optimised processes
  • Doubled delivery frequency with new driver app UX
  • Replaces legacy workflows and systems that rely on manual input
Leading Supermarket order fulfilment system

The challenge

supermarket shopping trolleys lined up in their bay outside a grocery store
two ladies in a supermarket with shopping trolly having a chat

What we did

Scaling the system during COVID-19

COVID-19 had a massive and immediate impact on home deliveries. The retail giant had to rapidly scale to 1.5 million delivery slots a week. MVP click and collect offerings launched overnight at new locations, and home deliveries accounted for 79% of online orders. 

This environment meant that the systems we were testing and rolling out incrementally were handling twice the forecast order volume. 

This was the ultimate stress test. So it was hugely rewarding to see our system deliver immediate value in unpredictable and changeable conditions.  

Health restrictions made it impossible to conduct further research and in-person testing in the short term. But remote practices and an agile approach allowed us to move rapidly and build scale and flexibility into the system.

The results