Overview
Problem: The foundation of McMaster-Carr’s business model is quick, reliable delivery service to its customers. However, inconsistencies in order pickup & courier services caused customer frustration.
Solution: Improvements to the order pad on mcmaster.com, mobile apps, and backend systems: (1) implementation of pickup time estimates for will call orders, and (2) addition of a self-service feature for selecting premium courier delivery service.
My role: Working closely with management, I was the sole developer for the design, construction, and rollout of these features. I architected technical solutions to fit with the existing delivery time estimate algorithm for other types of orders. I designed user interface components to match the rest of the order pad while conveying new information.
Demo videos
Changing delivery address: Whenever the customer updates their order information, we recalculate delivery (or pickup) time estimates with the data mapped to the delivery address’ nearest McMaster branch location. If courier is selected but the new delivery address is ineligible for courier delivery (for example, too far from the nearest McMaster branch), the delivery method selection pane opens automatically to prompt a different choice.
Changing delivery method & item details: Order pad lines with the same delivery estimate are listed under one heading. If information such as an updated quantity requires the estimates to differ, we split line items with a smooth & immediate transition.
