Designed for:
Fossil
Platform:
Salesforce
Tools Used:
Google Sheets, Google Slides
Description
As we start to put more emphasis on the customer care journey and how customers can better use self service documents, I would like to gather industry standards & benchmarks on what is expected on luxe brands as well as Fossil in this area.
From the business side, these are the areas that are important for both channels:
- Chatbot interaction
- Expected self help documents and FAQ’s
- How and where to find support (agent or self help)
- What areas of support are we missing?
From the aesthetic side, these are the areas that are important:
- Expected places to find agent contacts or self help links
Despite the above areas of focus, do not let that restrict the research to just those things…please feel free to explore all areas of opportunity.
The output for this research will be discussed within the MACH scrum team and in UX/UI meetings, so there will be no need to polish a deck.
Ideally, elements of this research would include:
- Baymard benchmarking
- Competitive analysis
- UI Design Instinct