Customers were confused by raw product stock numbers and unsure what it meant for availability.
Customers were asked questions about product availability and the results were studied. General customer feedback was collected online. Order and visitor data was aggregated to find out patterns related to product availability.
Customers do not need detailed availability numbers because they order single items. Thus, a simpler true/false availability interface was designed for store locations. For online ordering, the availability logic was completely revamped to give an estimate on when the product would arrive at the customer.
Self-Service order pickup
Customers need to check their order in for pick-up at the Verkkokauppa.com Helsinki store, because of the massive amount of daily customers.
To ease this process we created a self-service kiosk. I designed the UI to be intuitive and simple. It should make obvious that you are picking up the right order, without exposing any personally identifiable information.
The self-service kiosk is used for more than 50 % of daily pick-ups.
Making Informed Customers
Verkkokauppa.com is the most transparent low cost online retailer in Finland… while being probably always cheaper.
To empower customers in their self-service shopping we created a way to estimate the price fluctuations of products. Customers are able to judge themselves how much cheaper Verkkokauppa.com is. We also tell customers the value of their product as used-goods, so they can be confident reselling and fighting e-waste.