Reserve It

Overview

Sears Reserve It made process of shopping for clothing and shoes easier for customers. 

After several interviews with customers, we discovered that one part of the purchase path that customers found frustrating and  time consuming, was trying on a variety of items to insure a perfect fit. Trying to locate 2-3 sizes of the same items in store was often difficult to do quickly or successfully.

Customers also expressed a desire to not only browse and select items at their leisure, but to retrieve the items at a time and  at a location convenient to them.

Traditionally, this type of path doesn't work with items like clothing that customers feel the need to try on before purchase. Allowing customers to reserve items cut down on time spent shopping. The ability to reserve a multiple sizes of the same item meant customers would not longer have to track down these items while striving to find the item that fit best, therefore saving customers time and easing their frustration.

Begin the process

The Reserve It button was added to all clothing and footwear product detail pages.

The wizard

Users have clicked or tapped the Reserve It button on a product detail page and the following pop-up is triggered. Customers can change color, width, and size if they change their minds about the original details selected when the pop-up was triggered.

Users locate a store for pick up. This was often the store closest to the customer's home, and it was easy to feed users store suggestions based on that location. We found during testing that very frequently users chose a location close to their workplace, or a parent's house, so the ability to search for a store location based on location was essential.

Some information was requested from the customer to inform the customer when the items were available for pickup.

When the Reserve It wizard was complete, a confirmation message was returned.The prompt to add another size of the same item was clearly stated and easily located by customers.

Add more items

Customers were returned to the wizard. Buttons of sizes already added to Reserve It by the customer were disabled. In the example below, the user has chosen to try on size 8 by clicking/tapping the corresponding button.

Customers can change store and personal information for additional items, however, the overwhelming majority of the time, the information remains the same as the first request. Therefore, the store and personal information entered previously is prefilled for the customer to help speed the process. The examples below are the prefilled screens.

In the example below, the additional item has been added to the Reserve It wizard and a new confirmation message has been returned.

Users were able to edit or delete items from their Reserve It list.

Reminders

After exiting the wizard, a banner reminding customers of their Reserve It list. and allowing users to view and edit their list, is present at the top of the page while the customer navigates to other pages or returns to the Sears website. Messaging changes to notify customers when items are ready for pickup, and when the pick up window is expiring.