Carrito LISTO

Walmart International challenged the Chilean team to find an alternative to the replenishment model being pursued in the United States. The question was straightforward and unproven: would customers embrace a timely, pre-built shopping cart assembled from their own purchase history and preferences?

The experience had to take the work out of assembling a recurring household order while respecting what customers expect around personalization, control and trust. In Chilean Spanish, “Carrito Listo” literally means “ready cart” — a name that captured the promise of the service.

As executive sponsor I helped assemble and coach a cross-functional team through this zero-to-one AI effort, with no additional headcount and no outside funding. That meant assessing the existing organization for people suited to highly ambiguous work, then partnering with local Product leadership to delay, accelerate or stop lower-priority commitments.

Research came first. Qualitative interviews, ethnographic sessions and loyalty-data analysis produced a shared picture of the time-starved household lead the service needed to serve, a set of shopper archetypes, and five experience principles — trust, control, flexibility, quality and savings — that guarded every design and operations decision that followed.

The team moved from workshops to a working pilot on a biweekly build, test and launch rhythm, improving the predictive model, the customer proposition and the supporting store operations with each cycle. The approach is now being extended to additional Walmart International markets.