P3 | Sathyapix

In-store Repair Appointments

The purpose of the task is to show and present my design thinking process as well as problem solving skills.

PROBLEMS

One reason that customers choose Best Buy is the variety of useful post-purchase services offered. However, we do not provide an easy method to see communication status on Geek Squad repairs or easily access a human for follow up communication.

Qualitative Research

Geek Squad Interviews:
Northgate and Bellevue stores

Research Goal

Validate assumptions made about in-store user journey.
Understand what an In-store appointment looks like.
Learn more about Geek Squad Appointments

Methodology

Field study with informal interviews with Geek Squad agents and observations of Geek Squad – Customer Interactions

Unstructured interview format allowed us to start with main question – “What does your day to day look like” and allowed us to probe into more specific comments that Agents brought up.

How it works

Usability Study with 14 participants to understand how customers approve their repair estimate:

Qualitative Research Findings

Customers need more information on what’s possible with repair, repair timeline expectations, and timely updates.
Customers want to be contacted by phone when their repair is done and when the time to repair is lengthened.

Quantitative Research

Quantitative Research Findings

13.6M Geek Squad appointments were scheduled in FY21, while 7.5M appointments were completed.

Define

Problems with current experience:

Customers must know and type the service order number to check the repair status.

Current design lacks information hierarchy.

Detail page is missing a lot of information
When repair is on hold, there is no clear action steps for customers to provide information to continue the repair.

Customers have to enter 'Service Order Number'

Lack of information and lack of details

No clear notification and action steps for customers, when the repair needs information from customers.