Customer service web application

2021 - Obelink

scenarios - service blueprint - wireframes - UI design

Project summary

Obelink is an outdoor and camping megastore based in Winterswijk, Netherlands. Obelink is an outdoor and camping megastore based in Winterswijk, Netherlands. Obelink also has a webshop which is supported by a customer service team of 70+ employees. Customers will call to cancel or change an order they made through the webshop. Currently the customer service is working with an ERP-system, which is very error-prone and takes a lot of steps and time to mutate orders (on average 15 minutes per call). During the high season, more calls are made from the webshop, which means that Obelink has to expand and train the team every time.

Obelink came to us, at the time my employer BZTRS Agency, for help. The aim was to develop a custom web application that could work with their current ERP-system, but would make mutating orders much faster and easier. Together with a strategy consultant I worked on the assignment.

We started with interactive sessions, together with Obelink, to better understand the problem and IT landscape. We defined the four most common scenarios that customers call for. These were the scenarios to be included in the application. We have developed a service blueprint for each of the four scenarios, to map out which steps a customer goes through and what Obelink’s employees and systems do in that process.

After defining the service blueprints, I started translating these into screens using wireframes. The aim was to design screens for the customer service team, but could be used by customers in the future. After defining the basic page structure with wireframes, I started working on the UI Design of the application. For this I used Obelink’s current branding (logo, colors, fonts, components, etc.) as ingredients.

In the end the application was developed and implemented at Obelink. The customer service application enables Obelink to train staff much easier, help their customers faster and do it with less staff. Now, the customer service team can complete customer calls within 5 minutes, instead of 15, so it is both a win in time and cost.

The assignment formulated:

"How can we help the customer service teams to handle consumer questions more efficiently and faster?"

This page only describes a summary of the project. More detailed information and visuals are left out due to copyright restrictions.

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