In-store Repair Appointment

Designing an in-store repair appointment tracker for a retail app to streamline the process of scheduling repair services and enhance user experience.

My Role

Experience Designer

Team

4 Product Managers, 4
Designers, 10 Engineers

Timeline

20 Weeks

Overview

Problem

Customers can't track their in-store repairs or see the repair status, leading them to call customer care for updates.

Customers cannot view or verify repair estimates, causing delays. Agents must call customers to share the estimate and obtain approval.

Customers cannot directly call the agent. Instead, they have to contact customer care, who are unaware of the repair status. As a result, the agent ends up calling customers to apologize and provide updates.

Outcome

A new repair tracker with two-way communication enables agents to complete repairs on time and communicate easily with customers, leading to improved customer satisfaction and a 23% reduction
in customer care calls.

Understanding the Problem

Why we are doing this?

Business Problem

Low user engagement rate and low conversion rate.

Users often find it challenging to navigate through the
vast array of products, leading to a Suboptimal shopping
experience and reduced customer satisfaction due to vast array of products.

Lack of repair tracking
and status visibility

Lack of Direct Communication
with Repair Agents

Inability to View and Verify
Repair Estimates

Introduction of a Two-Way Communication Repair Tracker

Hypothesis

We aim to improve the overall repair process, making it more efficient, transparent, and user-friendly. This approach enhances customer satisfaction, reduces workload for customer care agents, and ensures timely completion of repairs.

Qualitative Research

Geek squad Interviews - Northgate and Bellevue stores

Research Goal:

Validate assumptions made about in-store repair user journey

Understand what an In-store appointment looks like

Learn more about Geek Squad Appointments

Methodology

Field study with research team for an informal interviews with Geek Squad Agents.
Observations of Geek Squad Agent and Customer Interactions.

Customer Communication Notes

Employee Communication Notes

Repair Tracker Notes

Interview Summaries

Geek Squad agents experience in their own words.

"I usually come in early to make pre-calls, it usually takes 20-30 minutes"

"Be careful with 2 way chat, customers will ask tons of questions and I'll get stuck at the computer".

"I have everyone s number, I just text them if I don t understand their notes, which isn't ideal on their day off".

"I've noticed an improvement with prep lately. Not with Apple, though".

Key Takeaways

The primary communication issue is customers can no longer call stores directly to ask questions or schedule an appointment. Agents will start appointments with apologies and workarounds
Agents are frustrated when customer care gives inaccurate information or schedules unnecessary appointments.
The repair tracker is still frustrating for customers, and agents want it to be more automated. Agents don t have time to make manual updates.
Precinct customers are typically older. They don't understand most technical terms on the tracker.
Employee communication differs by store, but “bad notes” are a common occurrence that requires clarification, even when the ARA (advance repair agent) or CA (care agent) is not on duty.

Validating with customers

Usability study conducted with users who did In-store repair appointment within 6 months.

Objectives

Identify any usability issues that users encounter while scheduling, managing, or tracking their repair appointments.
Verify that users can successfully complete tasks such as scheduling an appointment, viewing repair estimates, and tracking repair status.

Research Findings

What did you want to know about taking your broken laptop to store or retailer before you went in?

The increased prominent of word ‘fix’ could indicate a lack of sufficient repair information.

If you had to leave your broken laptop at store or retailer for repair, when would you expect to be contacted?

When your repair is done - 70%
When there was an update to estimated cost - cost increase - 58%

When there was an update to estimated cost - cost decrease - 44%
When there was an update to estimated to repair - time increase - 55%
When there was an update to estimated to repair - time decrease - 43%
When parts are ordered for your repair - 46%

If you had to leave your broken laptop at store or retailer for repair, when would you expect to be contacted?

30%

Yes. to get an estimated completion date

29%

Yes. to get an estimated
completion cost

39%

None of the above

36%

yes, to setup a pickup time

Please rate how confident you are in approving this repair.

Rank the following items in terms of how important they are in helping you to approve the repair estimate. ‘1’ is the most
important and ‘8’ is the least important.

Research Findings:

Customers need more information on what’s possible with repair, repair timeline expectations, and timely updates.
Customers want to be contacted by phone when their repair is done and when the time to repair is lengthened.

13.6M Geek Squad appointments were scheduled in FY21, while 7.5M appointments were completed.

User Flow