C . S E R V I C E
We found out that our customer service page needed a review in term of customer experience. We decided to go through all the organisation, features and contents with the help of the customer service pole of Boozt.com.
Our goal was to improve the customer experience on the page to reach better and faster informations in a easy way. The process phases consisted of conducting researchs, analyse our page and contents, look at the hierarchy of informations to propose solutions in term of usability and content.
Lead Product Designer: Dennis Bücker
Product Design: Cédric Brin
Our first step was to focus on a big review of our page through the UX Heuristics.
We needed to check every actions to see how we are informed about it, that we use an understandable language, check if we provide user controls and focus on accessibility. An important part was also on the analysis of the consistency of the page, recognition and aesthetic. We used also heat maps and recordings to analyse in depth some interactions, in term of scrolling or clicking. After that it was necessary to check the consistency and recognition between the desktop and the mobile, it was interesting to see all the work which can be done.
Following that work, we spent some times on competitor analysis about the structure, the hierarchy of information, the interactions and the aesthetic to be able to make comparaison, to see how they provided specific informations and how they find solutions on some aspects and features.
We worked with the method of the double diamond, it meant that from our problem we spent time to discover everything to be able to define what to focus on. From there after to have defined our problems, developed our ideas and delivered them until the last step, the solution we want to provided.
After having discovered our page, our competitors, differences between desktop and mobile, we were able to define some problems that we had, about features which doesn’t worked to possible improvements. We decided to change our current organisation to create a new user flow of the page which made more sense. We decided to work on four different pages step: the customer page, the subject page, the topic page and the contact page.
The next step was to develop some ideas we found. With our customer service numbers of the last years and the collaboration on the customer service pole, we talked about what is the most asked questions on phone and by email, every topics we spent times to help, what they think we can avoid or explore to help the customer. Our goal was to find the best way to provide accessible solutions to reduce question who can be answered directly from the page.
We spent time to listen calls with them, to have an overview of how it works. We also worked on the platform chat we have and read some conversations to define and analyse what problems came the most often.
The main feature idea we had was to provide the possibility to log in on the customer service page to find directly customize informations and found quickly the most relevant informations the customer need.
From there, we needed to go through every articles to find what kind of feature we could provide thinking about the log in option, to provide main informations and the possibility for example to see directly where your order is, what the status of your return. It was a long work of collaboration with the customer service pole with the rewriting of the articles and the new organisation we wanted to create.
The contact form was also something we needed to work with them, to think of a new user flow, personalize and specific of each cases, going from the main page or from a specific article.