Above you see some of the changes we implemented for the return service.
A return process is not a right in Denmark - it is a SERVICE. Over a 6 month period I worked for the danish wholeseller A/S Chr. Boldsen to redesign their return process. The improved service hightens the customer experience, creates a leaner more efficient process and helps the company stay competitive.
The project involved field research, user centred design, service design, touchpoint management, ERP improvements, lean and much more. I worked as a project manager, design researcher and concept developer and facilitated the development of the new service, which involved cirital internal stakeholders.
To communicate the new guidelines and elements in the return process I designed a guidebook, with visual elements and cases, that makes it easy for the customers to know how to do it right.
For the communication around the redesigned service I illustrated a BOLDSEN-character and a customer-character.
The return process internally was mapped as a kick-off for the project. It proved where the was critical points, that needed improvement. The mapping was facilitated by me - but made by the staff.
The most vital insights in the project came from three customers I visited on site for interviews and observations. I also did back-office research within the company.
The customer journey for each customer was mapped to illustrate what the critical points was and what they experienced.
