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SELF SERVICE ORDER MANAGEMENT

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Technology Stack

Tech Stack
Tech Stack
Tech Stack
Tech Stack
Tech Stack
Tech Stack

About the Project

A Furniture selling platform which designs and sells ready-to-assemble furniture, kitchen appliances, decoration, home accessories, and various other goods and home services.

Goal

The aim of this application is to support the post-purchase customer journey with Purchase History, Purchase Details Page and Self-service Actions, so our customers are empowered to see and act on their order without Co-worker assistance.

About The Client

Client, is a rapidly growing omnichannel retailer specializing in furniture and lifestyle products. Founded in 2015, they've quickly expanded from a single brick-and-mortar store to a worldwide chain with a robust e-commerce presence.

The Problem

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A post purchase journey of a self service platform deals with lot of customer journey and satisfaction. Taking the order then tracking it manually via calls becomes little bit cumbersome and creates problem for customers.

problem

Customers were not able to repeat orders from the cart as there was no options for purchase history.

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Few features like order tracking, rescheduling or cancelling were not available in few countries which deprived many of the customers to avail full services.

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Users were deprived of the features of generating invoice, adding spare parts and assembly.

The Solution

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We needed a common solution which can focus on all the features to be developed and can solve user problems living oversees.

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We worked on post purchase customer journey with Purchase History, Purchase Details Page and Self-service Actions, so our customers are empowered to see and act on their order without Co-worker assistance.

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FLAGGA service was implemented that lets you change the behavior and appearance of your application without requiring new updates or deploys. It has a UI that allows any type of user to modify the configuration ruling an application.

problem

FLAGGA has main functionality to enable or disable features based on different needs globally which ultimately helped to settle problem of currency display, date format, language and other features like-

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Order Rescheduling

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Order Tracking

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Purchase History

The Challenges

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Our main challenge is to come up with a feature where we can solve the major pain point of customer which is of order tracking/ rescheduling.

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We needed to implement a service through which can enhance the application’s features and appearance.

The Objectives

Our main objective was to address the challenge of improving order tracking and rescheduling. We implemented a dynamic feature configuration service. Given the client’s focus on delivering a quick solution with ease, possessing high-level abstract "outside the box" thinking was also a primary requirement.

How it works

Post purchase journey can be tracked in few simple steps.

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Placing Order

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Order Received

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Order Picked

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Order being received

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Order is on way

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Order Delivered

Functions

Order Reschedule

Order Cancellation

Waiting List (No Stock)

Request Assembly

Deviation Handling

Claims

Returns

Spare parts

Buyback

Core Components

Track your Order

Track your Order

A seamless experience which provides users with an easy and informative experience to check the status and location of their orders.

Order lookup

Order lookup

Order lookup page should be clear, concise, and helpful to guide users in retrieving information about their orders.

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Purchase Detail Page

Purchase Detail Page

A detailed page for customers with comprehensive information about their purchases.

Purchase History List Page

Purchase History List Page

With clear overview of their past orders, the page is organized, easy to navigate, and offer relevant details about each purchase.

Core Features Developed

Locker Information

Locker Information

All data about the customer gets stored and protected at a place to easily go through it when needed.

Show refund status on purchase list

Show refund status on purchase list

Shows all the current active refund state for the refund orders in the purchase list page. Customers will be informed about the active refund state on the purchase list page itself so he can have a quick look of the refund status.

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Show refund status on cancelled order

Show refund status on cancelled order

The feature shows all the states of the refund process like refund initiated, refund in progress and refund completed on purchase list page. Also shows the current active stage of the refund. Customers will be informed about the past, active and upcoming refund states, eliminating the need for manual retrieval or separate communication channels.

Show dual currency for Croatia market

Show dual currency for Croatia market

Showing all the amounts in dual currency, i.e. in euros and Croatian Kuna helped the customer to adopt the new currency system.

Global dashboard table

Global dashboard table

Enables the user to see which feature is available in which market and gives product managers a better insight.

The Result

Successfully developed smooth, responsive intuitive user interface that enables easy navigation and seamless interactions. The search and filtering functionalities efficiently sort and display furniture items based on user preferences. Implementing FLAGGA service created great impact on cost reduction resulting on zero dependency on customer care and high reach in website. Implementing Unit tests libraries and writing test cases which ensure that each unit of code behaves as expected, adheres to the specified requirements, and produces the desired output.

Looking For More Case Studies?

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Backend Development

Frontend Development

Support & Maintenance

An ecommerce platform which aims to create an immersive online platform for buying shoes of various brands, styles, and sizes offering wide range of products catering to diverse customer preferences.

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Checkout Process

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Product Catalog

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Promo codes

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Admin Panel

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