Context
The Walmart supermarket chain (owners in Chile of Líder, Express, A Cuenta, and Central Mayorista) launched its Marketplace in October 2022.
Throughout the complete journey that a customer undergoes in their purchasing process, the after-sales stage requires covering the possibility of item returns for various reasons.
In this context, a product is developed to address this need through two service channels: in-store, and remotely via a call center.
Confidentiality agreements prevent the display of actual solution images, so they have been edited.
Methodology
Solution
Returns for Marketplace is a solution extensively used by workers, particularly heavy users, at the customer service desk and call center of this supermarket chain, the majority of whom are women (approximately 60 to 80%).
The development of the solution required visiting various stores, conducting interviews with their employees, etc., in order to understand the specificities of each type of store and service channel.
In the product evolution, a series of studies were conducted to address friction points in the experience of workers interacting with the app. This involved interviews, over 50 usability tests, and even a benchmark analysis of return processes in Chile's main Marketplaces.
Results
"The step-by-step process from start to finish of product returns is clear."
10 mins.
was reduced
81%
Efficiency
"This system is better because now the key to ENVÍAME is in the hands of 2 people who are not always available."
“No, if you add this functionality, it will be much better because we don't have a way to know when a product is picked up.”
7'09"
Other Products
