A digital solution for both customers and staff
To improve the customer experience by enabling Harvey Norman customers to track the status of their orders via mobile phone.
Harvey Norman recognised that customers needed a means to track their purchases and an app made perfect sense for customers and Harvey Norman staff. As a customer the time when you buy something new, it’s special and exciting. You want to know what’s happening and when you’ll have that product/s in your grasp. By empowering the customer with this solution Harvey Norman staff are spending more time on the shop floor helping customers and stream-lining the back of house dealings with order questions and queries.
With such breadth and depth of customer base it was important the Click & Collect app delivered a simple experience that focused on doing one thing well. The user experience needed to be simple enough for even the most technophobic of people to feel comfortable using.
A clean, left to right user journey holds the customers hand every step of the way. A series of animated boxes are used to notify customers at each stage of their orders journey. From pending to packing to collect, the graphic animation builds to assure the viewer their order is being processed – that something is happening.
Once an order is ready for collection the information is clear. The customer can view their order number and if direction is needed ‘Store Address’ shows their location on a map relative to the store. Simultaneously Harvey Norman staff are alerted to the customer’s arrival. They can see all the information required to get the order ready and as and when the customer goes to the collection desk the exchange of information for goods is smooth. Not only does the customer feel welcomed and recognised but the staff member feels more prepared for the interaction about to take place.