Walmart's mission to have a positive impact amounts to $1.7B dollars contributed to communities through cash grants, product, and volunteerism. All with a broken and siloed program offering that's virtually untapped by their own associates.

Our quest commenced with a clear cut vision—redesign the Philanthropy ecosystem at Walmart, focusing on the existing infrastructure while envisioning an optimal, user-centric model.

It’s Time to Reimagine Philanthropy

WALMART

Project summary

TLDR;

Internal Team

UX Designers · UX Managers · Product Managers · Tech Managers · Business Representatives · Senior Directors

Date

April 2023 - Present

Role

Lead UX · Facilitator · Researcher

Key Contributions

Lead the effort to evaluate, map, and reimagine the Philanthropy experience within Walmart ecosystem
Point of contact for subject matter experts and partners
Ownership of meetings, initial outreach, and follow-ups

21 current state user journey maps across 8 programs and 5 personas
21 ideal state user journey maps across 8 programs and 5 personas
Insights & recommendations deck
High fidelity mock-ups of future screens

We had to decipher the existing Philanthropy ecosystem—pinpointing patterns, redundancies, and rough patches. Leadership was pressuring to create a more impactful philanthropy push, our goal was to paint a vivid picture of the insights to help drive strategic planning and improvements.

DELIVERABLES

WHERE TO BEGIN

OBJECTIVES

DISCOVERY

DIVE DEEP TO UNDERSTAND

We embarked on a meticulous journey of exploring the existing user landscape. Our team dissected the current ecosystem, delving deep into the intricacies of the users' journeys. By placing a magnifying glass on the principal user pathways, we identified persona-driven trends and critical bottlenecks.

The cornerstone of our approach was engaging with Subject Matter Experts (SMEs) through intensive interviews. This enabled us to comprehend the nuances of both external and internal user touchpoints, highlighting palpable pain points. Our methodical evaluation spotlighted patterns, exposed redundancies, and revealed significant opportunities across programs.

These invaluable insights are now the bedrock for strategic planning, poised to shape the future enhancements of Walmart Foundation's suite of products and services.

Future Vision with Journeys

IMAPCT

By creating an revamped Walmart Associate Portal, we hope to create an end-to-end experience. Data would be shared across siloed programs resulting and a data-first system. This portal represents a step towards enriching the associate experience and fostering a culture of giving, aligning with Walmart’s core values of community, collaboration, and transparency.

Inefficient and manual process

Manual data extraction, data scrubbing and data entry creates a tedious process and potential delays

Limited communication and support

Confusing communication and lack of updates stalled application progress on important all stages of approval

Unclear and confusing experience

Insufficient information and lack of onboarding across all platforms creates clunky application flow and lack of awareness for ongoing campaigns among associates

Issues with performance analysis and reporting

Difficulty viewing and analyzing performance KPIs on a regular basis leads to errors and inadequate visibility to performance and future planning

SUMMARY OF PAIN POINTS

Comprehensive onboarding and support

Easy-to-understand tutorials, videos and resources to guide associates through the portal and properly introduce philanthropy programs

Improved communication

Robust ticket level chat and comment functions, upload functions, and branded emails to keep associates informed and engaged

Transparency and engagement

Metrics-based system to showcase donation impact, peer engagement, and overall Walmart organization donation metrics

Improved notification system

Customized notifications for different user levels, progress tracking for approval processes, and automatic updates on payment processing and stalled donations