Pickers Performance Optimization

As Breadfast scaled its grocery delivery and order volume climbed, cracks in fulfillment showed: missing and wrong items, and no way to track picker performance.

The problem hit two stakeholders. Operations relied on manual work that was prone to human error, while customers were frustrated with missing or wrong items, late orders, and left negative ratings.

• ·Decrease missing/wrong items percentage
• ·Optimize pickers vs drivers ratio
• ·Decrease late orders percentage

I ran field visits to the fulfillment points to observe pickers in action and understand their workflow first-hand.

Key discoveries: pickers relied on paper receipts to prepare orders, there was no auto-assigning system for orders, and stock counting consumed a significant amount of time.

I ran a competitive analysis, studying Instacart Shoppers among other tools, to understand best practices in the picking and fulfillment space.

I answered the key questions early: the primary persona was the picker alongside the stock coordinator, and the app language had to be Arabic given the workforce.

Regular checkpoints with operations and product stakeholders kept everyone aligned throughout.

I designed a mobile app tailored for pickers inside the fulfillment point.

The home screen shows assigned orders with the order number, number of items, and estimated preparation time.

I added handle-with-care flags so pickers pay extra attention to fragile items.

Barcode scanning was integrated so pickers can verify each item, reducing the chance of wrong items being packed.

A visible timer tracks preparation time, encouraging efficiency and enabling performance measurement.

I handled edge cases for missing items — the picker can mark items as unavailable and the system adjusts the order accordingly.

Before completing an order, the picker enters the bag count to ensure nothing is left behind.

I established a style guide covering colors, typography, and button styles, and built the entire interface for Arabic RTL layout.

I created a combined business and design document with the Product Manager to align on scope and requirements.

I organized the Figma file with clear page structure and component documentation so engineers could move quickly.

I joined the QA team during testing to catch visual and interaction issues early.

Data was collected using Tableau dashboards over the period of April to August 2022.