Target is rolling out a much-requested app fix for a shopper behavior that has been a frequent source of frustration for some of its fulfillment workers.
Whether by accident or on purpose, hundreds of Target drive-up customers using the retailer's mobile app arrive each day in the stores' parking lots before hitting the "I'm on my way" button.
Upon arrival, they tap the button and the follow-up "I'm here" button in rapid succession — a move that has become known as the "double tap."
Now, following a mobile app released last week, shoppers will no longer be able to double-tap their drive-up orders . Instead, they'll have to wait for one minute after tapping "I'm on my way" before declaring their arrival.
"We need some extra time," the app now says. "Next time, avoid this delay by letting us know you're on the way before going to the store."
The company confirmed the change to Business Insider and said it was continuing to look for ways to improve the app for both workers and customers.
Workers told BI last year that the "I'm here" signal started a three-minute timer during which they had to load a customer's order from various shelves or refrigerators onto a cart and roll it out to the parking lot.
Orders that took more than three minutes could put a worker's metrics in the red and draw scrutiny from managers, the workers previously said. "Double-tappers" were particularly problematic when orders had dozens of items or contained large or heavy products, which could set off a cascade of delays, they said.
"It was already a very busy week to begin with, so it is hard to measure if the double-tap delay had any noticeable change," a Target worker in New York, who described the app update as a welcome one, told BI. The worker requested not to be identified as they weren't authorized to speak with the media.
No comments:
Post a Comment