Curbside Pickup:
Scaling Groceries at Makro
SETTING THE STAGE
Understanding Our Customers
01
Scaling Fulfilment
Introducing Curbside Pickup
to enhance customer convenience + control and shift more users from delivery to pickup (currently only 12% opt for pickup).
Scheduled Delivery MVP
Discovery for Scheduled Delivery MVP is planned for Q4 2025, with launch targeted for early next year.
02
Scaling Assortment
Introducing ‘Chilled & Frozen’ category online
With Grocery as our fastest-growing segment, we're launching Chilled & Frozen online to drive sales, loyalty, and NPS.
In-store Fresh, Chilled and Frozen made up R2bn for 2024, with Chilled and Frozen contributing 84% of sales.
CONTEXT
About the product
In South Africa, Makro’s curbside and store pickup service is officially operated as Click & Collect. It serves as a free alternative to their standard home delivery fee (which applies to orders under R650), allowing you to bypass long checkout lines at their massive retail warehouses.
My work
I led the end-to-end redesign of Exacq with a focus on improving the configuration experience for users. The redesign significantly streamlined complex workflows, making it faster and easier for integrators to set up and manage their video surveillance environments.
INFO
Role
UX Designer
Responsibilities
Leading scalable, systems-led design, Strategic thinking and alignment with AOP goals
Duration
12 Weeks (Feb'22 - May'22)
Team
Product Manager, Front-End Engineers, Product Designer
RESEARCH & IDEATION
Understanding Our Customers
01
Convenience matters most
Most of our customers said they want to save time, and expect fast, reliable fulfillment-Checkers Sixty60 sets the benchmark.
02
Value & Affordibility
and are looking for fast and convenient fulfilment, value, and affordability
03
Top-ups happen elsewhere
For weekly groceries and quick refills, customers default to Pick n Pay and Sixty60-Makro isn't yet part of that routine.
04
Freshness & long-lasting food
Customers are looking for produce and meat that is fresh enough so that they don't have to worry about it going off in a day, some are willing to pay more
OBJECTIVE
Design Thinking Workshop With Business
Hosted a workshop with 15+ stakeholders to align on priorities and define opportunities through shared insights and HMWs.
Here are the Business Goals and Overarching Themes we uncovered:
Increase purchase frequency with Convenience
Product quality concerns may limit repeat purchases.
Win the Grocery Game and Grow through better retention
Refund delays, rising return rates, and poor food quality risk undermining trust.
DESIGN ITERATIONS#1
Introducing 'Chilled & Frozen' Category Online
Customer Goals
Value & Affordibility
Easy stock-ups and top-ups
Freshness & long-lasting food
Business Goals
Reposition Makro as a weekly grocery go-to
Makro’s Strategic Vision
Scaling Assortment
DESIGN ITERATIONS#2
Bringing ‘Curbside Pickup’ to Makro Customers
Customer Goals
Convenience & Flexibility
Business Goals
Boost repeat purchases through convenience and drive pickup adoption to lower delivery costs.
Makro’s Strategic Vision
Scaling Fulfillment
