My role
Mapped two-way messaging before designing the interface.
Collaboration
Design, product, and engineering aligned around the flow.
Status
Conceptual model established agreement on the next step.
When an item was out of stock during fulfillment, the personal shopper needed a way to agree on a replacement with the online customer.
The task was to design two-way communication from the Freshop for Stores app, with messages reaching the customer through the store’s mobile app or by text. The goal was to make substitutions easier to resolve during an order.
I started with a conceptual model: a flow chart of who communicates with whom and how messages move between them. Design, engineering, and product aligned on that model before moving into interface design. The diagram made the proposed interaction clear enough for the teams to agree on the next step.
