Enhancing the Online Experience with a Simpler Post-Purchase Path
Defining a post-purchase Near Term Strategy to optimize the consumer’s experience
The next part of our collaboration focused on the online consumer’s post-purchase experience. The client’s goal was to create more compelling digital experiences that would ultimately make the consumer’s online journey easier and more enjoyable
Year
2021
Services
Near Term Strategy: Improvement Discovery, Gap Analysis, Improvement Prioritization, & Roadmap Creation
Challenge
Improve the existing flows for:
- Abandoned online shopping carts
- Purchase completion
- Post-purchase follow-up
- Item repairs and returns
- Warranty actions
Sound familiar?
Solution
A shared, immediate, and scalable consumer experience roadmap
This phase started with listening to Business Operations and Sales Operations leads talk about the processes and requirements in the direct-to-consumer website experience.
Using this information and our own research, we developed a consumer persona and several post-purchase scenarios. We then began the Near Term Strategy, focusing on immediate improvements that would enhance the consumer’s experience and the Operations teams’ workflows. This included a gap analysis and a roadmap to guide our client through making the changes. We also created a detailed requirements document and helped team leaders decide which tools would best support this initiative.
01
Define Needs
02
Develop Scenarios
03
Optimize Experiences
Sound familiar? We can help.
Impact
A consumer post-purchasing pathway that matches brand ideals
The new purchasing, repair, and warranty flow incorporated the client’s vision for customer experience and engagement. It also positively impacted how consumer-facing teams fulfilled consumer requests and managed their daily workflow.
Similar challenge?
Let’s talk!
Inspired by this case and interested in setting up a similar collaboration?
Get in contact with one of our experts.
