Project
Walmart Customer Care
Walmart is a multinational retail corporation known for its wide range of affordable products. As one of the world's largest retailers, Walmart experiences some of the highest rates of customer service requests in the industry. After speaking with the Walmart team about their experience with their current customer care system, we felt that there was an opportunity for improvements that would positively impact the day-to-day work experience for their employees.
Info
Role
User Experience Designer
Tools
Figma, FigmaJam, Slack, MS Teams, Adobe Photoshop, Miro, POP, Pen & Paper
My Responsibilties
Research & Survey
Competitive Analysis
Wireframes
Prototypes
Animation
Overview
Though robust, Walmart’s customer care system can be slow and inefficient and does not offer features customer care associates need to appropriately solve or flag requests.
Solution
Problem
We believe an intuitive customer care system will enable customer care associates to quickly validate users and provide effective solutions, resulting in high user satisfaction, customer retention, and an increase in overall financial profit.
End Result
Final Application Design & Solution
The high-fidelity mock-ups created using Walmart’s existing design system, our assets, and usability testing results.
Research
My research process involved various boots-on-the-ground real-world work.
Key takeaways from the research that would guide design decisions and the product.
Survey Results
Associates want better tools and integrated systems.
Many asked for more communication between associates and management.
Understaffing was a major concern.
Ethnographic Research
Associates experience high volumes of requests.
The typical return process includes reason for requests, inspection, verification, and receipt.
33% of customers made a return with a receipt, while others used their credit card for validation.
User Interviews
Associates want more intuitive systems that make searching for a customer information easier.
Associates want a quick and easy way to escalate requests or call higher-ups.
Associates want a simpler way to process requests for damaged items.
After synthesizing the information from the research, a minimum viable product (MVP) was determined.
Key Features of the MVP:
The ability to flag customers and call managers.
A customer profile database.
A product catalog.
A company-wide knowledge base for frequently asked questions.
Wireframes
Sketching digital screens with the goal of simplifying associates' return process for damaged items.
Testing & Iteration
Changes made in mid-fidelity based on usability testing.
High Fidelity Mock Ups
The high-fidelity mock-ups created using Walmart’s existing design system, our assets, and usability testing results.
UserFlow
Design System
The design system was important to keep the dashboard’s design consistent and easy to pass off to others.
This also meant ensuring the design system passed accessibility tests and stayed within Walmart guidelines.