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