Wᴀᴛsᴏɴ’s Wɪɴᴇ

Developed and launched a 4-hour Click & Collect Express Service on the existing eCommerce platform to address urgent customer needs, increase sales, and leverage offline store inventory. This feature supported the company’s Online + Offline (O+O) strategy by integrating online sales with offline store operations.

My Role:

• Product Owner: Acted as the primary decision-maker for the feature, defining the problem, confirming requirements, and ensuring alignment across departments.

The Problem:

Customers needed a faster way to purchase and collect products for urgent needs, but the existing eCommerce platform only supported next-day pickup. This gap resulted in lost sales and missed opportunities to leverage in-store inventory for online orders.

The project involved collaboration with IT teams (eCommerce, POS, Pickup, and Sales Systems), UX/UI designers, business analysts, store operations, marketing, and training teams to deliver a seamless integration of online and offline operations.

My Contributions:

Product Ownership:

• Managed the end-to-end development of the Click & Collect feature, from ideation to rollout.
• Collected, prioritized, and communicated requirements to ensure seamless delivery.

Ideation:

• Conducted workshops with stakeholders to define the problem and align on business objectives.
• Referenced similar implementations from other Business Units (BUs) to draft a Key Items Document, ensuring consistency and best practices.

Workflow Management: