Redefining how Walmart empowers its people and customers—with AI
Walmart’s Chief Product Officer challenged my team to explore how AI could create meaningful impact—right now, and at scale—at Walmart, and not in some distant, hand-wavy future.
Identify key problems within all parts of the org—from Home Office, to store-level ops, vendor integration, and customer needs—and design near-to-medium term solutions that solve these real problems across stores, corporate teams, and customer touch points using AI in its many forms.
UX RESEARCH
After weeks of interviews with associates, store & associate managers, Walmart+ and general Walmart customers, we landed on problem statements and insights around three distinct areas.
For managers and associates, manual scheduling of OPD shifts, with no automation or predictive data/support was leading to ~2+ hours daily spent manual scheduling and logistical support for key managerial staff.
For corporate (Home Office) employees, informational silos, lack of centralized ownership documentation, and a general lack of a standardized means of communication and tooling has led to gross inefficiencies in the workplace.
And for customers, issues like tracking down Walmart employees in the store, incorrect in-stock information for shopping (both in store and online) and general lack of in-store support were key pain points.
