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Self Service Order Management
SELF SERVICE ORDER MANAGEMENT
A Furniture selling platform which designs and sells ready-to-assemble furniture, kitchen appliances, decoration, home accessories, and various other goods and home services.
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.
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.
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.
Customers were not able to repeat orders from the cart as there was no options for purchase history.
Few features like order tracking, rescheduling or cancelling were not available in few countries which deprived many of the customers to avail full services.
Users were deprived of the features of generating invoice, adding spare parts and assembly.
We needed a common solution which can focus on all the features to be developed and can solve user problems living oversees.
We worked on /cpost purchase customer journey/c 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.
/cFLAGGA/c 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.
/cFLAGGA/c 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-
Order Rescheduling
Order Tracking
Purchase History
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.
We needed to implement a service through which can enhance the application’s features and appearance.
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.
Post purchase journey can be tracked in few simple steps.
Placing Order
Order Received
Order Picked
Order being received
Order is on way
Order Delivered
Order Reschedule
Order Cancellation
Waiting List (No Stock)
Request Assembly
Deviation Handling
Claims
Returns
Spare parts
Buyback
A seamless experience which provides users with an easy and informative experience to check the status and location of their orders.
Order lookup page should be clear, concise, and helpful to guide users in retrieving information about their orders.
A detailed page for customers with comprehensive information about their purchases.
With clear overview of their past orders, the page is organized, easy to navigate, and offer relevant details about each purchase.
All data about the customer gets stored and protected at a place to easily go through it when needed.
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.
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.
Showing all the amounts in dual currency. i.e. in euros and Croatian Kuna helped the customer to adopt the new currency system.
Enables the user to see which feature is available in which market and gives product managers a better insight.
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.
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