Role: UX/UI Designer, UX Strategist
Context:
The eSupport team (Online Diagnostics and Product Support) in collaboration with the Softwares and Peripherals team (SnP) delivered an innovative solution that will now allow customers to purchase compatible Parts and Accessories (P&A) based on the form factor of their system. Earlier, when a customer goes through online support to order parts and accessories for their system using their service tag, the results displayed were based on the product model and not specific to their system. This was causing some customers to purchase incompatible parts when their system has multiple form factors, for example, OptiPlex. With this solution, compatible parts will be displayed to the customers to purchase. This will impact ~11.6K customers with the OptiPlex system visiting the P&A tab every week.
The eSupport team (Online Diagnostics and Product Support) in collaboration with the Softwares and Peripherals team (SnP) delivered an innovative solution that will now allow customers to purchase compatible Parts and Accessories (P&A) based on the form factor of their system. Earlier, when a customer goes through online support to order parts and accessories for their system using their service tag, the results displayed were based on the product model and not specific to their system. This was causing some customers to purchase incompatible parts when their system has multiple form factors, for example, OptiPlex. With this solution, compatible parts will be displayed to the customers to purchase. This will impact ~11.6K customers with the OptiPlex system visiting the P&A tab every week.
Problem Statement:
The Product support page only shows parent system (e.g. OptiPlex 5070) mean while each variant (83 total) of the device family group has it’s own set of custom individual parts & accessories
The Product support page only shows parent system (e.g. OptiPlex 5070) mean while each variant (83 total) of the device family group has it’s own set of custom individual parts & accessories
Key outcomes:
• Handles both Tagged and Untagged customer scenarios
• Applied to all LOBs instead of limiting it to just OptiPlex
• Scalable for any future LOBs introduced
• Configurable through business rules
• Maintains ability to account and track revenue originated from dell.com/support
Optiplex alone accounts for 9% of Parts & Accessories traffic and sales.
With this solution, compatible parts will be displayed to the customers to purchase.
This impacted ~11.6K customers with the OptiPlex system visiting the P&A tab every week.
With this solution, compatible parts will be displayed to the customers to purchase.
This impacted ~11.6K customers with the OptiPlex system visiting the P&A tab every week.
Discovery
Design Sprint kick-off Key Learnings
For tagged users (already entered Device IDs): The issue has been solved with corrected backend mapping
For untagged users (Has not yet entered Device IDs): Unresolved, this is the audience we need to solve for
OptiPlex product line accounts for ~9% of all Parts & Accessories traffic
Scope of Issue:
Audience breakdown analytics of this experience:
4% of users are tagged to a product
96% of users are untagged to a product
Audience breakdown analytics of this experience:
4% of users are tagged to a product
96% of users are untagged to a product
Research
Design Time (drafts)
Peer Review Notes: Team wanted to steer away from color. However, they liked the contained vertical sizing.
For the tab view, user testing and peer review both liked the addition of product images or visual icons if a product image is not available.
For the tab view, user testing and peer review both liked the addition of product images or visual icons if a product image is not available.
Design Verdicts
results and achievements
• Configurable through business rules
• Scalable for any future LOBs introduced
• Applied to all LOBs instead of limiting it to just OptiPlex
• Maintains ability to account and track revenue originated from dell.com/support
• Handles both Tagged and Untagged customer scenarios (with or without Product ID entered)
• Scalable for any future LOBs introduced
• Applied to all LOBs instead of limiting it to just OptiPlex
• Maintains ability to account and track revenue originated from dell.com/support
• Handles both Tagged and Untagged customer scenarios (with or without Product ID entered)