Learning Launch

Challenge     I’m currently working in an American company dedicated to fashion retail and I’m part of the e- commerce team and me and my coworker were assigned to improve the online payment called Cash on  Delivery in order to improve the customer experience with the brand. The project includes besides me and  my coworker, the warehouse team composed by six people as well as the team members of our logistics  partner composed of 3 employees, as well as the IT department, with whom we work closely for any  improvements in our website, the customer service team composed by 3 people and finally the legal team  composed by 2 persons. The project is limited to internal resources mainly employees time. The project is  planned to be finish within 3 weeks. The solution should be based on an even distribution of working hours  among ourselves.     Selection     So we came up with a few ideas quickly since our job it’s to react as fast as possible to new challenges  regarding the general customer experience. So among those ideas, one was more likely to be applied  quicker so the learning launch was what we chose since it’s based on testing an idea and prototyping.      Application     For our learning launch, we focused on the structure of our online payments, we wanted to see if we could  match the orders received and sent from us with the ones shipped from our logistics partner.   In order to do so, first we applied the scum project management to be more in control of our data base,  meetings, conjoint reviews etc. This tested our assumption that there was a miscommunication from the  drivers of our logistics partner that left us with the challenge of an incomplete data base and customer  complaints.  Next, we agreed on a conjoint document of daily data to be completed in real time to be able to acquire  reliable data in a more agile way, we did this within a 3-5 days’ timeframe, producing a document with  clear goals, data and notes from the orders of the day.    For our second learning launch, we focused on gaining clarity about the delivery. This tested our  assumption that most of our clients use this payment method so the delivery was compromised because of  the large volume of orders and the almost non-contact directly to the customer when the delivery was  occurring. So to try to mitigate this non-contact with the customer we came up to contact them directly to  WhatsApp from a brand’s exclusive account with the most precisely data of their shipment.  Additionally, the customer service team send an email once the drivers was an hour or two from delivering  via e-mail to notify the customer that the package was “on its way” to be there.     Insight     By applying the learning launch tool, our team identified our assumptions and designed launches to test  these assumptions. Additionally, we came up with a very easy way to communicate and be in close  relationship with the customer to improve the general shopping experience. Our actual results were great,  currently we have access to the daily document were we have a more accurate status of the orders and  also our general shopping experience and comments from the clients had a huge improvement. Moving  forward, our team will keep on improving new channels of social media to be more in touch with our  customers.     Approach     Given the short amount of time and the urgency to have an improvement we thought the learning launch  was a great tool for us. For future launch designs our team surely will have a more complete insight on how  to approach a challenge and come closer to a compelling solution ready for a full rollout.

