TL;DR
Context
Poor coordination between supplier drivers and Walmart stores caused an estimated $110M in annual sales loss. Drivers often lacked reliable information about arrival expectations, store receiving hours, and the right store contact. As a result, 40% of missed deliveries occurred when drivers arrived after hours and no associate was available, while 45% of nil-picks happened in the morning. I conducted nine driver interviews across supplier types and company sizes to identify where time was lost, understand logistical constraints, and evaluate an early connected-flow concept.
Outcome
The redesigned experience reduced average delivery completion time by 33%, from 90 minutes to 60 minutes. Missed or rejected deliveries decreased by 20%, first-attempt delivery success increased by 17%, and weekly active drivers using Volt increased by 35% within six weeks of launch. Nil-pick rate also decreased by 16%.
User problem
“I often wait up to 1.5 hours at stores with no idea when a dock will open or who can receive my delivery. If Walmart had access to my ETA, it would definitely help us not having to walk around and call them in the middle of the night.”- Driver, Schwan’s
Home screen
The home screen surfaces the driver’s next delivery and the action needed to begin it, including the store, receiving window, planned arrival time, and delivery details.
Delivery details
The deliveries screen provides a scannable view of the full route, with each store’s status, receiving hours, planned delivery time, and freight details.
In-store task flow
The in-store flow guides drivers through checking in, handling reclaimed items, unloading and receiving freight, and collecting proof of delivery before moving to the next stop.
Outcome
“It’s a driver’s dream! It honestly feels like it was designed with drivers in mind. I’d definitely use the Volt app everyday and tap it on the way for most of my deliveries. I can see this saving me a lot of time in my workflow.”- Driver, Coca-Cola