Twindow is a convenience store offering essential goods like basic groceries, over-the-counter medications, household and personal care items, and prepared meals.
The store aims to provide unmatched customer convenience with a fully digital and contactless shopping experience.
Build your order on the Twindow app
Scan your QR code at the drive-thru
The automated picker gathers your items
Receive your order from the attendant
Design a companion ordering app for Twindow.
"Sometimes shopping online can take just as long as going to the store."
- Katya, user
Using our interview insights, we crafted a research-based persona to exemplify potential Twindow users.
Now knowing Rachel's situation, we formed a problem statement to identify what problem Twindow could solve for her.
Car-reliant working parents need an easy way to get last minute items, because They struggle to fit extra errands Into their busy schedules.
We wanted to put ourselves in Rachel's shoes during an extra store run. We used a journey map to visualize her pain points, emotions, and opportunities for Twindow.
When it comes to robust group discussions and decision making, it's easy to get lost in the woods. We decided on a set of design principles to keep us on track during ideation.
Give users the ability to personalize their in-app experience.
Prioritize simplicity for quick learning and easy decision making.
Provide information users need to feel comfortable using the app.
We created six initial concepts and tested them with a group of users similar to our persona, Rachel.
Build a shopping list and see matching available products.
Order hands-free using voice commands.
Search for items and see which Twindow store carries it.
Get purchasing reminders based off your search and order history.
Create orders through your car console.
Browse products according to usage or category.
During team retrospection, it was clear more concepting was needed. Users liked certain aspects of the individual concepts, but thought they were too weak to use as a standalone solution.
We reideated on the well-received ideas and strengthened them into more robust solutions.
See products currently available at Twindow stores within a map area
A map-centric home page initially confused users. However, they showed an interest in map functionality within a greater design.
Order items through a chatbot using text and voice commands.
Users liked the idea of chatbots, but felt the back and forth exchanges were too tedious and failed to meet their short notice shopping needs.
Create shared shopping lists that multiple users can edit and pick up.
Ultimately, the shared list performed best with users. They felt it could improve collaboration with their partners and speed up extra store runs.
Based off the user feedback, we decided to build out the shared list concept and merge it with aspects from the map concept.
The chatbot, while fun in theory, didn't meet our users' needs and was dropped from consideration.
"We [my husband and i] share grocery lists on the notes app, so this could help with that."
- Julia, user
Search for items, view relevant products, or quickly access recent orders.
See product information and similar items. Add to an order, or choose "Get Now" for immediate purchase.
View your order, edit items, add members, and see charge details.
See current order members, or add new ones from your contacts.
Select an order member and Twindow store for pickup.
Review your order details and access the QR code to scan at the window.
For testing, we had users add baby formula to an order, assign pickup details, and proceed to checkout. What did our users think?
Our urban usability testers used convenience stores at higher frequencies than suburban testers. A walk-up store model might prove successful in high-pedestrian urban areas.
Leaning out the window to scan your phone can be difficult. An easier alternative could be windshield badges scanned by overhead sensors at the Twindow drive-thru.
Got any questions?