Olio Collect is a service where stores can access a page via a link or QR code, and let Olio volunteers know if they have unsold food to collect or not. However, since the product was released, we observed through feedback and statistics, that only just over half the stores, 53%, were using Olio collect, and there was a large opportunity here to improve the experience.
There was already a lot of feedback and research into the collect experience that had been done. I started the project by reviewing and consolidating this feedback into one place and identified the 2 key problem spaces:
• Not enough store staff access the Olio Collect page
• Current Olio Collect experience is lacking clarity and incentives
I then ran a problem framing workshop with the key stakeholders, focused around the identified hypothesis which aligned everyone the the two key areas:
• Olio Collect Poster
• Olio Collect Platform Experience
Focusing on the 'not enough store staff land on the Collect page' we focused on improving the Olio Collect poster, as it was the primary way for stores to access Collect.
I ran a follow up workshop with the operations stakeholders to come up with how might we statements to explore ideas.
Following the workshop, there were a lot of ideas generated of how the Collect poster could be improved.
We aligned on adding a simple and clear 'how it works' set of instructions to the poster. This meant that any store staff who looked at it could see and quickly understand what they need to do in a clear and concise way.
I designed concept ideas, and worked with the Volunteer Operations, Marketing and Dev teams to align on the content and branding.
I worked closely with the developers iterating the design, providing UI feedback, and aligning the poster design.
I also worked closely with the volunteer ops team to design a version for Sainsbury's to accommodate specific text/instructions for their version while ensuring the design was future proof to accommodate future client requirements.
When it launched with the Sainsbury's rollout, during the first week we saw an 86% access rate of Collect via the QR code on the poster.
Our Collect store compliance rate increased overall by 19% following the release of the updated poster. This was due to prompting the existing Collect stores to download the new poster, and the improvements were iterated on with the Collect Product.
