Creating a Winning “Buy-Online-Pickup-In-Store” Experience

Client DICK’S SPORTING GOODS

Project IDEAL BOPIS EXPERIENCE

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01 THE CHALLENGE

Today’s increasingly online marketplace means brick-and-mortar stores need to create new ways to meet customer fulfillment demands. Dick’s asked Lextant to help them understand and evaluate their customers’ “Buy-Online-Pickup-In-Store” (BOPIS) experience.

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02 THE RESPONSE

Lextant used retrospective ethnography to evaluate the current BOPIS system. In-depth interviews helped Lextant identify opportunities in Dick’s BOPIS process.

03 THE RESULT

Lextant identified three key points that Dick’s could target to maximize the effectiveness of their BOPIS system.

Lextant’s insights led to enhancements in the online experience, less confusion, and overall improvement in the Dick’s customer experience.

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IMPACT

Transformed the Shopper Experience and improved the BOPIS end-to-end experience.

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