WECARE
(2021-2022)
Project
When I was part of a major retail company for home - renovation, I worked on a project to replace the aftersale software instore they've been using for the past 10 years.
Shadowing & Interviews
Part of the onboarding process in the company was to spend 2 weeks instore, to discover different positions.
​
During 2 days I looked at the way they worked, the process on how to take a claim from customers in the system, the different solutions - way to resolve it, etc. Then, I prepared and managed interviews to clarify what I had seen.
​
The process is quite complex with many people involved, from the moment the customer has an issue with his product until the claim is solved (refund or product repaired).
Total : over 60 to 70 interviews done, in France and Poland (first country to deploy the new software).
I interviewed customers, front store collaborators, back store collaborators, logistic people, suppliers - repairers, and central accounting people.
User journey map
Based on the output, I made the user journey map:
• the customer has an issue with his product
• front store collaborator collects product and claim, proceed to refund, return the product to the customer
• back store collaborator diagnoses the product, fixes it or send it to repair
• logistic team collects - send the parcel
• supplier or repairer collects the product, confirms diagnostic and repairs when possible
• accounting manages the refund with suppliers or stores
User Journey Map on aftersale products
UX audit
When the new software was deployed in the first BU, Poland stores ; with another UX colleague, we did an audit thanks to Nielsen heuristics method, to check its usability and global experience.
​
The result was not great or dramatic, with 11,6/20 rank.
The tool made the job, the interface was not complicated to use except on specific use cases ; but a lot of minor things made the experience worst that it could be.
​
We shared report and recommandation with the editor, to help them improve the tool.
Audit UX : recommandations on editor software
User tests
Then, I decide to make user tests with store collaborators in Poland.
​
I imagined and tested main scenarios based on data :
• collect the product and refund the customer
• collect the product, send to repair
• get the product back and return it to the customer
• supplier refuses to repair for free and share a quotation
• send the product to repair, supplier cannot repair it and ask to refund the customer
​
End of the test, we shared a survey to calculate SUS score 37/100, pretty bad when we know the average score is 68.
User test on new software deployed instore
Additional content - feature
Something in the tool was missing : how to share the information collected in the claim with suppliers.
​
Our suppliers previously get informations through API or received an email with a pdf to recap all the information collected. But the company was about to make this process evolve with a supplier portal to give them an access to all the necessary tools they use : to reference a product in our catalog, to share prices, sign contracts, etc.
​
Based on the information - feedback collected during the interviews I've done at the beginning, including suppliers, I designed screens and a prototype to link with the editor software, implement into the company supplier portal.
Recommandations
At this point, next steps for my substitute (I left the company at this point) were :
• plan user tests with suppliers to check the aftersale interface on the supplier portal
• plan user tests with store collaborators in Spain (second BU to be deployed) to check the tool usability
• work on the notifications (to replace temporary email solution) integrated in the tool
• interface improvement coworking with the tool editor