Large item Delivery Research and Design Strategy

Outline

The basis for this project was to uncover the supply chain issues that led to shopper dissatisfaction. The journey starts when the shopper places the order and has a long tail that is tracked through applications such as fulfillment systems, tracking and finally returns and direct feedback through satisfaction surveys.

Problem identification

In order to map the issues, I started with the direct comments from shoppers about their past experiences. Thanks to access to all comments that are filterable by ‘type’ of purchase, this was an easy task to gather themes and document the commentary.

Next, I interviewed the different carriers and looked at individual drop ship vendors’ detractor comments through our monitoring applications. In addition, I interviewed each of the large carriers representatives, their contact center representatives and their last mile delivery drivers. Finally, I met 2 focus groups that serve the calls we receive at our call centers, related to large items. The following represents the picture presented to the leadership council to showcase the key aspects for roadmap prioritization.

Crafting solutions

With all the findings, I was able to craft the personas that would help address key aspects of the journey for each user type, from the service providers to the end shoppers.

I presented similar solutions for each persona, including the contact center advocates’ applications.

Finally, I put together a blue sky design and prototype for averting many of the issues, by having end to end integrations that allow for self service by the shopper and provide them with full control of the process and full insight into what to expect next.