With Instacart, customers can get groceries delivered from their favorite local stores in as little as an hour. Behind the scenes, Instacart is powered by an amazing community of personal shoppers whose personal touch is important to our service. Typically, companies relentlessly optimize for the needs of their customers, leaving little time to listen to the needs of their service providers who work with sub-standard tools. We’ve found that it’s equally important to invest in our personal shoppers (service providers) as it is to focus on our customers because they are the ones who’ll ultimately determine the customer’s experience. In this talk, I’ll cover why we think it’s important to design with our personal shoppers in mind and how we go about doing that.