Overview
I designed a cross-system, cross-device workflow that empowers store associates to resolve customer order issues on the spot. It led to a 15% drop in refund requests and 6% improvement in customer satisfaction.
Problem
Customer pickup issues cannot be solved on-site
Root Cause
Communication gap between store associates and vendors
Constraints
Balance the business partnership model with improved employee and customer experiences.
Solution
Display Checkout Order Details
Employee Verification for Faster Refunds
Research
Contextual Inquiry
Define how success of this project is for both customers and employees;
Identify design constraints such as limited store labor
Competitive Analysis
Learn about what service competitors are providing; Set industrious benchmark for this project
Design
Display Checkout Order Details
Inform associates substitutes, out of stock items and misplacements
Employee verification for faster refunds
Confirm on-site issues, allow customers to get refunded and re-purchase
Mobile UI Refresh
Re-organized information architecture and visual hierarchy, designed for outdoor environment and single-handed operation
Responsive design for desktop vs. mobile
Design for different users, needs, environment
Impact
15.3%
reduction in escalation requests
5.8%
improvement in customer satisfaction