Reimagine the eCommerce customer experience journey
I led the experience design for a cash delivery company to envision what an eCommerce experience can look like, for their small business owner clients.
CHALLENGE
The cash delivery company has been serving banks and large retail business for over 150 years. Now, they want to capture new revenue from small business owners. They want us to create a clear customer experience that’s seamless and connected, and is also scalable globally.
TEAM
Strategist, Designer + Researcher, Solution Engineer, Business Value Expert, Enterprise Architect.
OUTCOME
We illustrated a clear experience customer journey, that’s backed by research data and insights. We brought in their CEO and senior leadership together with Salesforce’s team, to bring the vision to life in the next year.
THE E-COMMERCE EXPERIENCE
Recommend best solutions for the customers with intake questions. Solution is also customizable based on needs.
Different pop-up windows depends on eligibility results.
A very important touchpoint for our solution: being able to check customer’s eligibility.
A guided step-by-step onboarding experience.
USER RESEARCH AND IDEATION SESSION
We interviewed 12 stakeholders, 6 SMB owners, and 22 managers from small to medium size business. I synthesized the learnings and created workshop posters about our research insights. I facilitated discussions and ideations with the folks in the room.
It was a very engaging and successful workshop experience. People from different departments came together and aligned on a single vision.
THE JOURNEY MAP
I designed this journey map for our final presentation with the company’s CEO. It shows how all touchpoints connect between customers and backend staff. The vision was clearly backed by our research insights and workshop learnings. We printed and mounted the map onto giant foam-core boards. The Salesforce team and the CEO had very productive conversations.
