Giving customers more control over their post purchase journey
Our team was tasked with outlining the service blueprint for customers' post purchase journey and translating the findings into an actionable MVP for a Fortune 100 client in the home improvement space.
We improved CX by giving customers more control when things go wrong and providing them a higher quality customer service.
Project type
Supply Chain
Project Status
In Flight
Impact
• Evaluated 25+ ideas and prioritized one initiative to start, with a few quick wins
• Gained alignment within the broader time on the north star vision with a robust backlog
• Developed a roadmap which helped the team gain clarity on prioritized initiatives
Timeline
6 months
Team
Executive Stakeholder
UX Manager & Senior Designer
1 Software Engineer
4 Business Consultants
Handling the Heavy Lifts: Tackling Challenges with Oversized, Two-Person Items
We focused on “Big & Bulky” items as the category tends to generate a substantial amount of revenue for DIY customers and frustrating returns. These items include: Kitchen Appliances, BBQ Grills, Water Heaters, Generators, A/C Units, Vanities, etc.
Why this is important?
Call center representatives handle over 10 million calls annually related to big & bulky items, costing the business $8+ per call and contributing to 40% of executive escalations.
Digging Deep: Uncovering Insights to Drive Impactful Solutions
Through both moderated interviews with customers and site visits of fulfillment centers we identified key pain points across front stage and backstage interactions. Those findings were tracked in Miro and clustered together in order to develop a list of Key Learnings and Implications for an MVP.
Mapping DIY Dave’s Future: Creating a Shared Vision with Key Customer Touchpoints Through Simple, Impactful Visuals
To gain alignment, we created a future state customer journey illustrating key points for the customer with graphical illustrations.
By mapping out the ideal customer experience, stakeholders can identify key touch-points, streamline processes and ensure every decision supports a unified goal. This approach fostered collaboration, reduced silos and drove consistency in delivering value to the customer.
Putting Ideas to the Test
We conducted 7 rounds of usability interviews to evaluate an early-stage, low-fidelity wireframe prototype. This iterative testing process allowed us to gather valuable user feedback, identify pain points, and refine the design to ensure it met user needs effectively.
When collecting feedback we used the 'System Usability Score' framework. The first iteration scored an 81 out of 100, placing it in the 'Acceptable' range with increases seen in subsequent iterations.
