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We implemented a Click and Collect option on the checkout page, bringing thousands of collection points across the country, thanks to an integration with CollectPlus.
Returns were a source for customer complaints in an otherwise easy to use and enjoyable customer experience. With a strong focus on customer satisfaction, we wanted to tackle this pain point, despite the complexities involved.
After mapping out the ideal customer journey with minimal steps, we completely redesigned the returns experience, integrating with Hermes Parcel Drop Off service. We conducted user research before, during and after the design, finishing with prototype testing, before pushing it live. Customers loved the new process for returns for its simplicity and convenience. Wahoo!
Click and Collect is a very popular delivery method for food, and it perfectly suits Krispy Kreme, where doughnuts are freshly made every day.
To make Click and Collect work we built logic to display the correct information to make sure the products could be fulfilled from the right store, in the right timeline (eg. Next day vs Same Day). As not all products could be fulfilled this way, the system allowed admins to select products, stores and hours where Click and Collect was available.
We also designed the system to connect with the staff in-store tablet, allowing order details to be sent through to the relevant store’s in-store tablet.
