BJ’s
The Project
BJ’s is a member-based retail chain with a large customer base. They had an existing IVR that allowed their customers to call in to mange their memberships. The IVR system was outdated and provided a sub-optimal customer experience. They needed to design a next-generation conversational UX for their customers.
The Process
Analyze existing journey maps and design new ones
Create sample conversation mockups
Design conversation flow diagrams
Design and specify voice UI
Design chat UI
The Work
The project began by developing an understanding of the current customer experience by:
Working with business stakeholders to identify pain points in the current customer experience.
Analyzing the existing IVR to understand call flow.
Analyzing the existing user journeys for customer support.
We then designed a new customer support experience for both phone and chat. We started by putting together audio mockups of the ideal customer experience. We then completed a detail design of the new experience both in terms of the IVR interaction design and the journey maps for customers interacting with support representatives. Finally, we with project stakeholders to select a technology vendor who could support this new customer experience.