Snowe Customer Service Portal Redesign
Snowe is a New York-based, luxury home goods company. The founders, Rachel Cohen and Andres Modak created Snowe in 2013 New York City. They wanted to design attainable home goods with exceptional quality and thoughtful design. For prices ranging from $30 – $320, customers can buy home essentials made with limoges porcelain, italian glass, italian percale, air-spun cotton, and blended cashmere. Not only does Snowe have sheets, pillows, duvets, and shams — but candles, dinnerware, and drinkware.
I added a live chat feature to their customer portal. Currently, they have a help email and phone number. They are available through email with 5–7 business day response period, and 9 a.m. — 6 p.m. EST on weekdays through the phone. I designed an interface that allows users to live chat with customer service from 9 a.m. — 6 p.m. EST on weekdays. I used the following tools to re-design their customer service journey:
- Adobe XD
- UXPressia
- Intercom
The Service Blueprint
I created a service blueprint, an extension of a customer journey map. A service blueprint is a diagram that shows the relationships between different service components — people, props (physical or digital evidence), and processes — that are directly tied to touchpoints in a specific customer journey (Nielsen Norman Group).
I tried to keep the service blueprint as simple as possible with minimal employees used in frontstage and backstage processes, as little as 1–3 employees.
The Persona
Using UXPressia, I created a persona for a typical Snowe customer. Women are 60% of Snowe’s customer base. Snowe co-founder Rachel Cohen believes that Snowe’s customer base is design conscious and enjoy a clean and uncluttered look. Therefore, I created a persona for a married graphic designer that enjoys Marie Kondo-esque organization.
The Prototype
Click on an image for the interactive prototype on Adobe XD! Users would click on the message icon to open the live chat function.
I decided to implement a relatively simple software, Intercom, for a affordable monthly subscription. Intercom is a software company that provides a messaging platform between businesses and their customers. Intercom has an automated answers function.
As pictured in the prototype, I plan to use some automated answers for frequent customer service requests. Intercom for customer support provides real-time and automation support.
- Conversation Routing: “Automatically assign sales inquiries and support requests to the right teams and individual teammates.”
- Collaborative Inbox: “Win deals faster when your sales teams can easily collaborate with support on tough technical questions.
- Bot for Support: “Offer 24/7 support and provide real-time answers to 33% of common questions with Resolution Bot.”
Presentation Link
https ://www.youtube.com/watch?v=Rp72WmEbT_k