Work

Resumé

Click and collect availability filter

Year

2026

My Role

Senior Product Designer

Company

Boticário Group

Bridge the gap between digital expectations and physical store inventory, reducing friction for omnichannel consumers who faced obstacles during checkout.

The (Real) Problem

  • User Frustration: A significant volume of negative reviews on the App Store and Google Play highlighted user dissatisfaction with the pickup process.

  • Business Impact: There was a clear lack of absorption of omnichannel consumers, meaning users were abandoning the journey instead of completing their physical store pickup.

  • Data Evidence: Event analysis revealed that a major portion of user sessions ended abruptly with a "no product available" error, creating a massive drop-off point in the funnel.

Discovery & Research

  • Desk Research: Conducted an in-depth analysis of user complaints and market benchmarks to understand the root causes of omnichannel friction.

  • Quantitative Analysis: Mapped the user journey through product analytics to pinpoint exactly where the drop-offs were happening (the unavailability error screens).

  • Usability Testing: Developed high-fidelity prototypes and ran usability tests to evaluate if users could easily comprehend the new filtering mechanics before pushing it to development.

Strategy & Solution

  • The Toggle Filter: Introduced a clear, intuitive filter allowing users to seamlessly toggle between stores that had all their desired items available versus those with partial/no availability.

  • Situational Clarity: The design empowered consumers with immediate clarity about their physical pickup options, eliminating the surprise of unavailable items at the end of the checkout flow.

  • Positive Communication: Reinforced the filter's UI with positive, guiding copywriting to help users make informed decisions without feeling blocked by the system.

Friction Reduction

Achieved a substantial decrease in users hitting the "no product available" error screens.

Conversion Boost

Generated a notable increase in the overall conversion rate for the Click and Collect modality.

Revenue Protection

Successfully implemented the new feature while maintaining the average ticket size of omnichannel consumers.

Brand Perception

Significantly reduced the volume of complaints related to store pickup on both the App Store and Google Play.