Summary
When the pandemic forced necessary lockdowns across the country, Canadians were discouraged from shopping in stores to avoid spreading COVID-19, the challenge of quickly and efficiently pivoting to ensure groceries could reach customers fell to retailers. In this session, Tiffany Cheng reveals how Loblaw, a beloved national retailer in Canada, rapidly shifted its grocery delivery launch plans in response to increased competition and a global pandemic. Learn how Loblaw integrated speed and rigor, and adopted an approach of flexibility, short-term planning, and pivoting workflows to meet rapidly-changing conditions.
Key Insights
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Adaptation is key during crises, as consumer behavior changes drastically.
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Identifying parallel work streams can accelerate project timelines.
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Restructuring work processes—using vertical and horizontal slicing—enhances efficiency.
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Prioritizing human needs can guide product development decisions.
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It’s okay to release imperfect products if they fulfill customer needs.
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Flexibility in design processes can lead to innovative solutions under pressure.
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Early delivery of usable products can provide customers with much-needed options.
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Collaboration across teams is vital during challenging times.
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The digital landscape allows for continuous improvements and iterations post-launch.
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Balancing speed and quality is essential for meeting urgent market demands.
Notable Quotes
"I became a person mom during the pandemic and now I'm a mother to an 18-month-old toddler."
"Groceries are now considered essential; you can live without buying new clothes, but you can't live without food."
"To support them, I encouraged our office colleagues to volunteer to help with picking items in orders."
"Not every feature change needs a fully interactive prototype or pixel-perfect mock-up."
"What do they really need at this point to move forward?"
"Perhaps simply about reordering your tasks, whether within design or cross-functional teams."
"People don’t use our products for the sake of using them; it’s to achieve an outcome."
"If push comes to shove, think about the human need."
"Done is better than perfect—let’s finish this."
"When I am in a lockdown due to an epidemic and need food, I want to order groceries online and get them delivered so I can stay safe."
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