Walmart GoLocal (B2B) is a delivery service platform for businesses seeking local delivery and last-mile fulfillment across the U.S. I served as the sole end-to-end Content Designer/Strategist from 2020–2022, which included crafting all UX content, user communications, marketing, help content, technical writing, and anything else that had to do with words. I eventually coached one of my direct reports to take ownership.
Small and medium business (SMB) interest form
Problem: Initially, all businesses were onboarded manually by Walmart representatives, creating significant operational bottlenecks and limiting scalability.
Solution: I was part of the core launch team responsible for designing the platform, including a Client Center for our partners to set up and manage their services. To better enable onboarding for Client Center, we also launched a lead-generation funnel. I was focused on collecting just enough information to solve our problems without overburdening users, while being thoughtful about how we asked for it. I clearly surfaced the value of what we could offer, including the types of deliveries we support. I also advocated for validating eligibility early on and instantaneously by calling APIs, so users didn’t waste time going through a process that couldn’t move forward.
Impact: This approach reduced manual recruitment efforts, streamlined onboarding, and generated over 2,000 new leads within the first six months.
On-demand book delivery tool
Problem: For our MVP, orders were ingested via APIs after integrating an order management system with Walmart, or orders needed to be booked several hours in advance to ensure fulfillment.
Solution: I created the content for a book delivery tool within Client Center, which allows users to book on-demand deliveries and transparently get charged up front. Since Client Center was a net-new app for the net-new Walmart GoLocal platform, I advocated for in-app help throughout. In this case, I wrote a video tutorial about using this new feature and positioned it at the starting point of the flow, in addition to ensuring the content in the form is intuitive.
Impact: This tool increased order volume by 23,000+ within its first year of release and enhanced user satisfaction by allowing clients to book deliveries flexibly.
