Stops Away
Goal
The purpose of the task is to show and present my design thinking process using Double Diamond method as well as problem solving skills.
Background
On the day of appointment for delivery and installation customers want to know the status of their appointment, where the agent is and when they will arrive. This confusion of not knowing results in BBCC calls and customer frustrations. Live tracking updates can potentially resolve this issue and the team wanted to learn more about the user’s goals and needs in this experience.
Problem Definition
Customer Problem
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Customers are not sure where the delivery is and couldn’t be able to track it.
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Customers wants to make sure they are at home for delivery.
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There is no option in App or Dotcom to check the status of the delivery. Frustrated customers end up calling Best Buy Customer care.
Business Problem
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Top BBCC call track shows, that most customers are calling Best Buy to know the status of delivery. Each call costs Best Buy.
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36K customers are not at home. 128K customers reschedules, which costs $40M for Best Buy.
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Average of $650 to $700 costs Best Buy per 1.6 Appliance/stop includes labor.
Research
Initial Discussions
Research Objectives:
1. Identify which tracking features are most important to users.
2. Collect feedback on the initial designs and concepts of intraday tracking.
3. Determine the acceptable length of arrival window.
Methodology & Participants
Unmoderated testing on UserZoom.
Think a loud protocol and ranking was used in gathering feedback.
Users who have had an appliance delivered in the past 6 months.
Testing was conducted with 7 participants.
Research Findings
Research Findings
Provide updates on delivery as soon as available.
Notify by 7:00 am on day of delivery.
Shorter arrival window - 2 hours
Responses - Updated delivery time, stops away and a map of driver.
Provide option to prefer Notification method - Email, Text and Push.
Access the info via link without log in.
Not required to download the app. Few users said, they will download the app if it has clear benefit.
If Delivery and Installation are separate appointments, customers expecting to see it in same page with separate visuals which differentiates both.
Recommendations
Give customers an estimated window of when their delivery will arrive on the morning of day of delivery, with the number of stops before them. As things change throughout the day, do not give them another window but instead provide an estimated time of arrival paired with the stops ahead
Allow customers to customize their notification options and delivery methods
Allow customers to access this tracking information via direct link without signing in
Conduct further research to understand if a map with live tracking is needed
Conduct further research to understand if consumers care about the estimated time of service completion
Solution based on Research findings
Metro Delivery:
To start with, try In-home delivery and basic installations in metro areas to get customers feedback on this feature and further expand it to all the areas.
Stops Away:
Enabling customers to know where the delivery truck is by providing number of stops away along with Agent information, contact details and location of the truck using map. This helps customers to know the exact location of delivery truck. Providing chat, call options so that customers can contact the agent
Solutions
Journey Maps
Notifications
Push Notification
Text Notification
Home Screen Entry point
Appointment Detail Screen
Mid Term Version
Include Negative Scenarios with Next Best Action.
Agent Re-routes
Stops Not Available due to agent not taking the system generated route (i.e. Agent is on stop 3 then goes to stop 8 then back to 5)
Appointment Delayed:
If the appointment is delayed. (i.e. If previous appointment took more time or agent couldn’t reach on time due to traffic or some other reasons.)
Appointment Cancelled:
If the agent’s car has flat tyre or any other critical reasons and couldn’t make it for the appointment.
Customers not at home
Store Closure:
Product Delayed – Date Known
Product Delayed – Date Unknown
Long-term version:
Customers can track delivery truck using map and option to contact agent. Customers can call or chat with the agent.
Showing proximity of the truck when it’s 3 stops
