P1 | Sathyapix

Account Completeness Experience

Background

Today, there are a number of customer accounts that are incomplete. The objective of this project is to meet customers during their Dotcom/app journeys and help them complete their account.

Target Audience

All Best Buy Customers especially who have difficulty in updating their Account information. Customers with multiple accounts

PROBLEMS

Customer Problem

Incomplete Account Information leads more interruptions for information during shopping/checkout.
Customers felt less secured and have a hard time finding their account info to make edits.
Multiple accounts are created for one customer, which makes difficult to personalize their account.

Business Problem

Customers will have less engagement with Best Buy
High risk of fraud due to less secure
More BBCC calls which costs Best Buy

Research Data

Opinion Lab

Not able to edit account details

“I accidentally put the wrong email address, but I won’t let me change it.” “Why on earth do I need to call a phone number to change my account name.”

Merge or Remove Account

“It will not let me get to my recent purchases and wants to give me information to my closed account. I have an account in my name and it only pulls up my husband’s account which is not active.”

NPS

"I recently tried to order a head set for a friend in a different state 3 times, and the order kept getting canceled due to ,"unverifiable information "although I did the purchase through my account via website twice. And the third, was over the phone.”

“I have called twice asking for my accounts to be combined and I keep getting told it’s done, but it hasn’t been."

Opportunities/Hypothesis

Helping customers complete their account on .com or app will increase customer engagement, improve account health + security and reduce the friction in the shopping/checkout/account management journey.

Making it easy for customers to merge multiple accounts into one via the app or .com will reduce support call volume and give customers the opportunity to consolidate their shopping history, account info into a single account.