Client Overview
A UK based e-commerce giant in the footwear business
Business Challenge
- Opportunity loss and high cost of overhead due to 70% returns from shoe buyers
- Poor customer experience and high number of negative reviews around shoe size
Solution Highlights
- Multi-platform mobile app with a feature to capture foot image and auto-detection of reference object to capture foot image
- Detection of foot size in mm, cm and inch based on the foot image captured
- Mapping of user foot size with retail shopping options
- Listing of the products from different brands with respect to the captured foot size by the user
Design-Led Approach
- Assessed the buyer journey, sales process and reverse supply chain process by interviewing category business head and category manager
- Gathered and mined the insights from user feedbacks
- Presented multiple solutions on the basis of our innovations and market dynamics
- Brainstormed and gathered divergent ideas through ideation process involving all stakeholders
- Prioritized sensor and camera-enabled solution basis its novelty and business objectivity
Benefits
- 80% reduction in cost incurred from reverse supply chain management
- 30% higher order fulfilment rate with the same amount of inventory
- 20% increase in sales due to 70% reduction in negative reviews
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