Omnichannel chargeback experience
Arezzo&Co is the biggest house of brands of Brazil.
The Omnichannel team received the challenge to building an experience of cancel and chargeback shopping in e-commerce.
How to build an automatic omnichannel chargeback experience for e-commerce?
EMPRESA
Arezzo&Co
MY ROLE
- Plan and keep talk with PMs;
- Plan and keep talk with PMs;
- Interview with the Back office team;
- Interview with the stores managers;
- Blueprint os current journey / planned journey;
- High fidelity prototype;
- Handoff.
CONTEXT
SOLUTION
Design automatic chargeback flow, with fewer steps.
For the Back office team, the process to create a chargeback to customers is slow and difficult, is necessary many steps with Excel, notes, and tools to do one chargeback. On average 50 customers cancel them shopping per day.
Problems: complex process, slow, decentralized
For the stores the process didn't have visibility. The store ask the shopping cancel on customer place but nobody knows exacly the status of the process, so when customers asked about the chargeback no one have sure about it.
Problems: don't have visibility
SOLUTION
Design automatic chargeback flow, with fewer steps.
.
Discovery
Planning UX
Planning UX
.
Discovery planning and delivery of the project. It was necessary to understand the main needs for the Back office team and the store team needs. Another goal is keeping the customer updated.
.
.
Journey map
.
After the interviews with the manager's stores and Back office team, I did the current shopping chargeback journey map. The process was complex and demanded many tools like Excel, a payment gateway. The product teams (devs, QAs, PM) participated of these interviews to bring development context.
.
.
It was designed the first low-fidelity prototype to validate. The adjustments were done with the feedback and handoffs to developers.
.
.
Interactive prototype
.
.
