John Lewis Transactional Comms
Every call a call centre takes costs the company the mission is to reduce this calls with the aim to make our comms as clear and informative as possible in order to give as much needed information to complete a required task. In this case, the return of an item or items.
John Lewis currently receives an influx of phone calls to the customer services teams, until now there was no self serve returns methods.
The proposition is to create a self serve service which will allow clients to return items my themselves making the experience as seamless and as straight forward as possible. The output of the completion of each journey will trigger a self serve confirmation email with instructions. of how to return using the various delivery propositions from Royal Mail, Collect Plus, My Hermes.
During my discovery phase, I explored a vast set of competitors such as air b&b. British Airways app, Easyjet noting down key features which made the user find important information with minimal effort. I explored various search and booking journeys.