Reserve Online Pick-up in Store
Client
Nordstrom
Role
Design Researcher
Year
2016
Challenge
Design Challenge How might we design a seamless handoff between a digital app experience and a physical in-store experience for Nordstrom customers?
Solution
Nordstrom Reserve introduced an integrated process enabling customers to reserve items via the app and pick them up effortlessly in-store—bridging the gap between online browsing and in-person service.
Approach
Mapped the end-to-end customer journey, identifying friction points in the transition from digital reservation to in-store pickup.
Designed clear, user-friendly app flows for reserving items, providing real-time updates and instructions.
Collaborated with store teams to streamline operations and ensure associates were equipped for quick, personalized handoffs.
Ensured consistent communication and signage to guide customers from their mobile device to the right spot in the store.
Outcomes
- Improved customer satisfaction through a faster, more convenient, and intuitive shopping experience.
- Increased conversion rates and reduced missed sales opportunities by making it easier for customers to complete purchases.
- Enhanced alignment between digital and physical teams, setting a new standard for omnichannel retail experience at Nordstrom.