During my internship with the LCBO, I focused on streamlining the Same Day Pickup (SDP) process at the LCBO's flagship store in downtown Toronto. The challenge presented to us was multifaceted: to streamline the SDP process, which had become cumbersome and time-consuming, and to explore the potential of underutilized technology within the store. As the lead UI Designer and UX Researcher on a four-person team, I spearheaded the design and research phases, driving the integration of innovative features such as LED light activation for product location and a responsive web app that simplified the way employees fulfill orders. My role was pivotal in transforming the SDP process by making it more intuitive and efficient, thereby significantly improving the customer pickup experience.

This project underscores the power of user-centered design in solving complex operational challenges. By conducting extensive user research and applying thoughtful design principles, we developed a solution that not only met the immediate needs of the LCBO staff but also set a new standard for retail operations.

The full details of our approach and the impact of our work are available on the official LCBO|next website, which can be accessed through this link.