Streamline the checkout process in stores to enhance the customer experience
Client background & brief:
In their physical stores across 12 cities, the average customer check out time for billing is high because:
- Customer intervention with OTPs, PAN cards, Aadhar cards and giving consents
- Doing payments with multiple tenders and regulatory needs of consent and compliance
- Dynamically Exercising multiple options like redeem of points, gold exchange etc
Due to this customer feels:
- This brand takes more than necessary time for doing things
- The billing and check out process is broke
- Customer is not provided the best jewelry purchasing experience
- Other Customers have to wait for prior customer to finish their process
How did we support:
- We suggested a Design Thinking approach to get the outcome with agility and worked with the business leaders on the following activities::
- Step 1 – Setup & Planning (Objectives, Cross functional teams, Sponsor orientation, challenge identification)
- Step 2 – Design solutions through 30-week Design Thinking engagement
- Step 3 – Create a business case for implementing the solution
Journey outcome:
- The team ideated around 50 recommendations and solutions, which included short term, mid term as well as long term solutions. A few of them are –
- COGEP process redesign
- Remote KYC
- Instant credit and finance
- Lock-in the customer
- Multimodal payment
- Self-service Kiosk
- The team is prototyping and testing the reimagined COGEP experience
Benefits:
- COGEP TAT reduction from 45 mins to 29 mins
- COGEP contributes to 30% of the revenue. The team expects to increase revenue by 3% through faster turn around and better customer experience
