Project Summary

Our user survey reported users' dissatisfaction around substitutions: bad substitutions, unprompted substitutions, or substituting expensive items.

Approach

Design an experience that alerts users when changes are made to their order, and give them the ability to accept or reject those substitutions in order to increase customer satisfaction, increase retention, and reduce customer service center costs.

• Competitive Analysis: conducted competitive and market analysis to uncover common trends and patterns to utilize in designing an efficient end-to-end experience.
• Iterative Design: produced rapid iterations for stakeholder validation.
• Test & Learn: created a test plan and prototypes to A/B test different iterations.

Cross Functional Leadership

• Collaborated with Content Writer to create streamlined communication templates to be applied across all methods.
• Partnered with Product to align on design requirements per stakeholder.
• Partnered with Mar-Tech to understand communication template limitations.
• Utilized UX Researcher to run usability tests on different protoypes.

Impact

After launch, we saw an overall increase in customer satisfaction with the pilot, In addition, we've seen additional benefits including savings from reduced calls to our contact center, as well as more accurate stocking due to our substitutions feature.