Walmart is the biggest retail brand in America. It has been a clear market leader for years. Walmart’s promise of the lowest prices, huge inventory, and easy access to stores has established itself as the go-to retail solution for a wide base of customers. Considering the huge customer base and aggregator status of the business, Walmart is well-positioned to expand its service offerings in the form of a super app. Building a super app makes sense from the business side but have users expressed any such demand? Users haven’t asked for a super app but they are clearly in search of a solution that will take care of their day-to-day chores without much hassle. They want to spend less time and energy on mundane tasks so that they can spend time doing the things that actually matter to them. If we look at the current Walmart app it is a pseudo-super app in some sense because many products and services reside in that app, however, there is no synergy between them. Well-thought-out user experience design could unlock a lot more value from it. Walmart's super app for American customers is the main premise of this graduation project. Broadly it can be sectioned into two parts. The first part is to understand the needs, motivations and pain points of Walmart customers and figure out whether the super app can be a viable solution for them. If user research validates the need for a super app then comes the second part. It is to conceptualize and design a super app catering to Walmart customers. This graduation project is an end-to-end journey of validating a need for the Walmart super app and then conceptualizing and designing one.
Mobile App, Super App, User Experience, User Research, Walmart