Post-Purchase Experience

Research Goal: To understand customers' post-purchase experience when issues arise with their product and their expectations for retailer support.

Year
2022

Client
Support product team

  • Customers struggled with self-service options for post-purchase issues, especially for setup, troubleshooting, and connection problems. Users frequently turned to Google, manufacturer websites, or forums instead of using the retailer's support center. The retailer wanted to be more involved in the customer's post-purchase support journey, so we sought to learn more about how customers think when they need support.

  • As the sole User Experience Researcher on this project, I conducted all aspects of the research from end to end. This includes research strategy, study design, platform selection, interview moderation, analysis & synthesis of results, and report curation and presentation to stakeholders.

  • The proposed solutions focused on improving the retailer's visibility in search engines, making help articles and videos easily accessible, and using analytics to identify customer pain points. The goal was to enhance the Support Center experience by providing better access to self-service content and building trust and engagement through improved digital support options. Metrics collection was also emphasized to measure the effectiveness of the Support Center and prioritize improvements

Due to this work's proprietary nature, I am unable include certain details and visuals. Please contact me to learn more.