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🛒 Handling 'Out of stock' scenario on bigbasket
Overview
I designed this feature while I was working at bigbasket on a project called “Growth Key Improvements” - for which I was the design owner. bigbasket is India’s leading and one of the first online grocery delivery app with millions of customers across 50+ cities.
Context
For any e-commerce platform, a product going out of stock from users’ baskets is a common scenario that cannot be avoided. Even for a large grocery company like bigbasket, with thousands of unique products (SKUs), this situation often occurs. In UX terms - at times like these, users need careful “grievance handling” as this would clearly not be a happy situation for anyone.
How might we craft a helpful experience without breaking the shopping flow of users for when a product goes out of stock from users’ baskets?
Outcomes ⭐️
💎 As per usability testing, the new approach was more indulging and drop-offs were low.
💎 It enabled users to easily shop for alternatives when their desired item was not available.
💎 Increase in overall contribution to basket(ATB) from this page.
💎 Transparency to users and decreased cognitive load.
My contribution
User Research Product Design
The team
1 × product manager 1 × product designer 1 x engineer
Year
2022
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Outcome
This proposal project was received very excitedly from all the associated stakeholders! 🎉 In fact, this pointed attention towards the importance of QC(Quantity Check) flow on the overall profitability through cross-selling opportunities💡. Post this, this entire improvement was added as one of the organisation's overall roadmap goals.
Learnings & Future Improvements
⚡️ USE DATA FOR YOUR DESIGNS
So many problems which got lost into verbalising their experience, came through while looking at the no. of clicks and impressions on the screen. As a human-centred design practitioner, I give 50%-50% weightage to - empathising and looking at data.
⚡️ VIEW YOUR DESIGNS ON THE PHONE BEFORE FINALISING
Seeing designs on your phone gives idea of readability, click-ability and accessibility.Seeing my iterations on the phone made me realise how friendly bottom sheets interactions can be and hence i took that approach.
⚡️ FUTURE: ADD DELIGHTFUL MICRO-INTERACTIONS TO THE DESIGN
Adding a little bit of motion design will enhance the functionality more. Interactions like a small nudge on the ‘Replace’ CTA and an entertaining loading screen just for this flow where we’re actually showing an illustration of someone checking quantity in the warehouse - could aid on the experience.