2023.10 - 2024.2
Enhanced remote order sale for CS team inside WeChat ecosystem
Context
Customer service consultants are able to create a link of Burberry.cn (b.cn) for Burberry online customers to pay directly using their Burberry account. This project is offering a non-negligible proportion of the business on b.cn, and evidences show great potentials to expand this service into WeChat store for more business opportunities.

I am part of the new project - letting customers in WeChat able to a place order in a fast and effortless experience under the help from CS team.
Current interface for CS and customer in b.cn
My role
Customer service consultants are able to create a link of Burberry.cn (b.cn) for Burberry online customers to pay directly using their Burberry account. This project is offering a non-negligible proportion of the business on b.cn, and evidences show great potentials to expand this service into WeChat store for more business opportunities.

I am part of the new project - letting customers in WeChat able to a place order in a fast and effortless experience under the help from CS team.
Kick off with stakeholders interviews
To set a clear design goals and scope, I conduct seprate stakeholders interviews to get valuable feedbacks from both core stakeholders.
Business Team
Converting potential customers with CS Moto is a promising business opportunity, and it’s a great start to implement further cooperation.

Let Retail Team able to conduct remote sales in the future.
CS Team
We are happy to conduct remote sales for online customers when the commission rule is clear and ready to execute.

The user experience on b.cn for both internal and customers can be improved.
Design Goals
CS create and share remote orders based on the stock of correspond channel for the customer.

Customer pay the order using their current (or preferred) channel and account.

The system is able to track the orders / payments.

The scalability of tracking user behavior and opening access for retail team in the future.
MVP scope and design phase
Interface