Order Pickup Experience
Art Director
I led the design of the in-store order pick-up experience, supporting the growing shift toward buy-online, pick-up-in-store (BOPIS) and curbside fulfillment.
As online ordering expanded, the in-store experience had to evolve quickly. Customers were arriving with different expectations—speed, clarity, and minimal friction—while stores were adapting to new operational demands around staging, retrieval, and service.
The challenge was to create a clear, intuitive system that could guide customers seamlessly from arrival to pickup, while integrating with existing store environments and workflows.
Working closely with strategic partners on the client side, I developed a scalable communication system that established clear zones, improved visibility of pick-up areas, and reduced ambiguity at key decision points. The approach focused on simplifying the experience—making it immediately obvious where to go and what to do, whether inside the store or at curbside.
Because implementation varied across locations, the system was designed to be flexible and modular, adapting to different store layouts and pickup formats while maintaining consistency across the broader fleet.
The result is a more streamlined and user-friendly pick-up experience that supports both customer expectations and operational efficiency, while providing a foundation for continued evolution of in-store fulfillment.
Fun fact about this project: We tested every locker unit the same way: by ordering a single carpenter's pencil from homedepot.com and picking it up in store. I'm sure the associates in our test stores were rolling their eyes at us.
Vestibule square locker installation (most common).
Lowboy locker elevation/mockup
Curbside Order Pickup signage, installed
