Copyright © 2024 Pranav Lokhande.
Brand/Model Swap at doorstep for exchange
PROJECT DESCRIPTION
This project was focused towards improving doorstep CX of exchange, along with handling the experience at the frontend. I also worked towards the growth of how the user swapped their old phones and also how the Flipkart Executive(FE) inspected the old phones before accepting them. Following case study is for an issue where the user may have made an error in the selection of the brand & model of their old phone to exchange. In the benefit of the user not losing an order & Flipkart also not slowing down in salvaging old phones, this initiative seemed a necessary logistic
STAKEHOLDERS
Product, Business, Cross-functional teams & Engineering
ORG.
Flipkart - B2B
CONTRIBUTION
Design, Storyboarding & System Rework
IMPACT
The north-star for this project was Flipkart's goal of "All-for-all" exchange, this project was the first step towards this large goal.
We saw a notable surge of number of old phones return to Flipkart during the period of June '23 - Dec '23.
Our primary incentive for this project was to close-loop the cases where the customer may have erred in adding the exchange details of their old phone. We covered this case with a creative solution with minimal development effort.