Contexto
The Walmart supermarket chain (owners in Chile of Líder, Express, A Cuenta, and Central Mayorista) developed an app for Technical Service in the first semester of 2022, replacing an adapted software that did not meet expectations.
It is worth noting that this operation was significantly impacted by the pandemic context, presenting issues such as manual product registration hindering traceability in shipments to each brand's technical services.
In this context, a product was developed that reimagines the user journey and its relationship with the end customer. This allows addressing this need through two service channels: in-store and remote, through a call center that covers purchases made through the website.
Confidentiality agreements prevent the display of actual solution images, so they have been edited.
Methodology
Solution
The Technical Service software is a solution extensively used by workers in the Electronics department of the largest stores in the chain, as well as by their call center staff, who are mostly women (approximately 60 to 80%).
For the development of the solution, it was necessary to gather requirements from the main stores receiving items for Technical Service, understand the operational reality, etc., and investigate the most important frictions both in the process and the business.
In the evolution of the product, a series of studies were conducted to address frictions in the app's user experience. This involved usability tests, interface analysis with Artificial Intelligence, etc.
Results
4,7
(On a scale of 5,0)
“It's much, much faster than the current system.”
12,8%
savings in losses
Other Products
