Grab the best deal in the right store
The context
Woolsocks had a huge inflow of users complaining why they can’t receive their grocery cashback
The problem
Users are buying the deal in the wrong store and then contact Customer Support to ‘fix’ the problem.
The objective
Analyse tickets of the users, iterate on existing UX-designs and perform A/B tests. The focus is on decreasing the customer service tickets.
Research
Start with a week of research
Categorise 350+ tickets with complaints
Map out the stores and locations
Understanding the user wants, needs and expectations
How is the user experiencing the current flow
What did they really want and need?
Analysis
We noticed that a lot of the complaints came from in and around randstad.
The biggest store that reports came from is AH and Jumbo
The reporters were convinced that they ordered at the right store
Make it more clear where certain products can be bought in UX
Colleberate with Marketing to visually highlight which stores that are participating
Key takeaways all insight and data
Wireframes
User desires a quick check for availability
Itterated on existing design system
Specific feature/flow highlights
Visually add quick recognition
WIP: Geolocation Push Notifications
