Walmart

How Customer-Centricity Drives a Reimagined Multichannel Shopping Experience

New experience results in a 98 percent increase in mobile orders.

In a growing, yet underdeveloped ecommerce landscape, Walmart Canada is leading a retail transformation. A transformation that is truly customer-first in its approach to all things digital. With great pride, we partnered with Walmart to develop the experience across all touchpoints, including a recently launched mobile app that is available on both iOS and Android.

The Imperative for Change

We took the philosophy that customers want to browse and shop anywhere, anytime to heart. So we created a responsive site that fluidly adapts to any device. The new walmart.ca incorporated best of breed technologies, modular architecture and consumer-driven insights that resulted in a seamless, consistent experience from desktop, tablet or mobile device.

The Transformative Solution

Staying true to Walmart’s brand promise of helping customers live better lives while saving time and money, a new grocery service was integrated into an existing responsive experience. Designs that were developed and tested with buyers resulted in a customer-centric experience that includes features such as:

A real-time slot booking engine for grocery pickup
A fixed grocery-list style shopping cart
The ability to save customers' carts across devices and channels

Let’s face it, some customers are in a rush and don’t have time to wander aisles. We branded innovative Grab & Go lockers that are located in select Walmart stores, 7-Eleven locations and Canada Post retail outlets. After customers place their order online, a Walmart Associate fills the order and places it in a locker. Once filled, the customer is sent a 6-digit code to access their locker.

The Business Impact

We’re #1. Walmart.ca is Canada’s first responsively designed ecommerce site for a big box retailer. In 2016, we saw incredible year-over-year growth. The numbers speak for themselves.

20%

increase in conversions

98%

increase in mobile orders

36%

decrease in page load time

“Canadians count on Walmart to save them money, both in stores and online. We’re delivering on that promise, allowing them to shop anytime, anywhere with Walmart.ca and the Walmart Canada Online Shopping app.”
Matt Ginsberg , Senior Director Ecommerce Technology and Product Management, Walmart Canada