Buy online, pickup in store

Acquire and engage new retail clients through the addition of omnichannel conveniences.

All cases

DavidYurman.com, 2022

---

My Role

I was responsible for coordinating the end-to-end design of business/technology solutions.

Objectives

1. Deliver Buy Online, Pickup in Store capabilities for all US and Canada locations.

2. Create an omnichannel fulfillment design that can be quickly expanded to other conveniences, such as same-day delivery.

Challenges

1. Leveraging out-of-the-box capabilities with Salesforce while minimizing customizations in other systems

2. Coordinating interdependent designs and development across disparate teams

3. Making progress with minimally resourced teams and competing priorities

Scope

• Commerce

  Pickup eligibility, store inventory availability, store selection, cart logic, checkout

• Inventory and Order Management

  Pickup fulfillment method, pickup statuses and fields, allocation and routing rules

• Email

  Dynamic order confirmation for delivery and pickup fulfillment types, ready for pickup notification, pickup confirmation, cancellation and expiration notifications

• Retail

  Pickup order fulfillment, split orders for mixed delivery methods, ready for pickup and pickup confirmations, order expiration

• Customer Service

  Pickup order support, order exception notification and queues

• Finance and BI

  Buy online, pickup in store order reporting

“He’s always thinking two steps ahead about implications across the business”

— Suzanne Dominick, former VP eCommerce & Customer Care at David Yurman

---

Related Experience

All cases