The project aimed to enhance the post-purchase experience of the AJIO fashion and lifestyle shopping app. The project involved understanding the importance of post-purchase services in reducing users’ anxiety after they have placed an order on AJIO.
One of the key objectives was to reduce the volume of customer care calls by enabling users to access and understand the information presented to them. This involved simplifying post-purchase actions such as returns, exchanges, and cancellations, empowering users to handle these tasks independently. Users found it difficult to track the status of their orders, determine return or exchange eligibility, and understand the steps involved in initiating returns or exchanges. To tackle the issues identified, the project primarily focused on improving the clarity of the order journey and order status presentation.
Through the project, valuable insights were gained into the complex nature of post-purchase processes, including the intricate functioning of backend systems and their interdependencies. Overall, the project aimed to create a seamless and user-friendly post-purchase experience, with the ultimate goal of reducing customer care calls and driving revenue growth for the AJIO app.
