Chanel
PROBLEM
After-sales is a major activity for CHANEL as it manages around 300 000 cases annually. The after-sales ceremony wasn't a seamless and cohesive experience across its different markets and divisions.
After-sales is a major activity for CHANEL as it manages around 300 000 cases annually. The after-sales ceremony wasn't a seamless and cohesive experience across its different markets and divisions.
METHOD
Research & Framing: Benchmarking and creating a prototype of the “standard” after-sales process has helped to translate ambitions into a tangible experience in order to align the divisions and markets on a common vision.
Design & Development: Creating multiple high fidelity prototypes and working hand in hand with markets and developers has enabled a seamless integration of all the key features and to stay on time.
User testing & Recommandations: Challenging the app design through user testing across the different markets has helped to highlight different pain points and to adapt quickly.
Research & Framing: Benchmarking and creating a prototype of the “standard” after-sales process has helped to translate ambitions into a tangible experience in order to align the divisions and markets on a common vision.
Design & Development: Creating multiple high fidelity prototypes and working hand in hand with markets and developers has enabled a seamless integration of all the key features and to stay on time.
User testing & Recommandations: Challenging the app design through user testing across the different markets has helped to highlight different pain points and to adapt quickly.
TOOLS
IN-BOUTIQUE INTERVIEWS
REGIONAL LEADERS INTERVIEWS
CO-CREATION WORKSHOPS
UX CONCEPTION
CHANGE MANAGEMENT
AGILE METHOD
OUTPUT
RESULTS
02
key divisions engaged (Fashion & Watches
and Fine Jewellery)
key divisions engaged
(Fashion & Watches
and Fine Jewellery)
01
fully customised app
for boutiques, and a salesforce web view
fully customised app
for boutiques, and a
salesforce web view
fully customised app
for boutiques, and a salesforce
web view
fully customised app
for boutiques, and
a salesforce web view
9000
Internal
users
internal
users
392
Boutiques involved
Boutiques
involved