Improving the User Experience by Streamlining Consumer Repairs and Warranty

Challenge

Collaborate with Business, Product, and Sales Operations teams to:

• Identify slowdowns and inefficiencies in the current repair and warranty processes
• Create a list of actions to simplify the flow and enhance the customer experience

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Solution

High-impact and immediate repair and warranty consumer experience roadmaps

We kicked things off by listening carefully to the Business Operations, Product Operations, and Sales Operations team leads; only once we understood their daily workflow could we design a process that improved life for consumers and employees alike.

We created a detailed service blueprint and mapped all the relevant processes and touchpoints. This identified several themes we leveraged in our Near Term Strategy plans to improve the business process from the inside out. We chose high-impact changes to immediately optimize the workflow and upgrade the consumer experience.

Impact

Less process friction, more customer satisfaction

By identifying friction points in the repair teams’ internal processes, we helped online consumers enjoy a smoother experience with repair and warranty services. Pursuant to our Near Term Strategy, we also created a now-next-later framework so that future improvements could be budgeted, resourced, planned, and ultimately made.