Walmart GoLocal
Walmart GoLocal (B2B) is a delivery service platform for businesses seeking local delivery and last-mile fulfillment across the U.S. I served as the sole end-to-end Content Designer/Strategist from 2020–2022, which included crafting all UX content, user communications, marketing, help content, technical writing, and anything else that had to do with words. I eventually coached one of my direct reports to take ownership.
On-demand book delivery tool
Problem: For our MVP, orders were ingested via APIs after integrating an order management system with Walmart, or orders needed to be booked several hours in advance to ensure fulfillment.
Solution: I created the content for a book delivery tool within Client Center, which allows users to book on-demand deliveries and transparently get charged up front. Since Client Center was a net-new app for the net-new Walmart GoLocal platform, I advocated for in-app help throughout. In this case, I wrote a video tutorial about using this new feature and positioned it at the starting point of the flow, in addition to ensuring the content in the form is intuitive.
Impact: This tool increased order volume by 23,000+ within its first year of release and enhanced user satisfaction by allowing clients to book deliveries flexibly.
UX content & product marketing
Small and medium business (SMB) interest form
I was part of the core launch team that developed the design and content for the platform, including a Client Center to onboard partners. Initially, all businesses were onboarded manually by Walmart reps, which created bottlenecks for Operations. To enable scalable growth, we launched a self-service lead generation website targeted at SMBs, designed to collect key eligibility and setup details up front. This significantly reduced manual recruitment efforts, streamlined onboarding, and helped generate 2,300 new leads in the first six months.
Tech writing
Knowledge bases
I built two internal and external knowledge bases, which totaled approximately 60 articles. This involved not only writing and organizing the articles, but also tracking analytics to optimize content and ensure it met user needs.
Client Center analytics
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User guides
To enable success for new clients, I created a comprehensive 30-page digital user guide to help onboard to Client Center and maximize the value and functionality of their Walmart GoLocal service. Part of this user guide included a technical onboarding section that documented the steps for integrating with our APIs. Many of our users weren't tech savvy, so it was my job to explain what an API is, how it works, and introduce them to the APIs they could take advantage of with their service.
