张闻菁
"Ask a Watch Specialist" Pilot
How did I apply Research Skills and Service Design Tools with limited resources to impact the strategy of a pilot at eBay?
About
When you shop luxury watches at eBay whether for yourself or your loved ones, you can now have the same guided shopping experience as in a fancy store. With one click, an eBay watch specialist is ready to help you.
In the backstage, eBay service agents are up-skilled as watch specialists to support watch buyers.
Context
Result & Impact
2% sales increase and 10% customer satisfaction boost
Situation
I joined the project in the planning stage when Marketplace's decision was made to follow the market trend. There was no existing research to help build this feature.
My Role
My role was to design customer and customer service agent (specialist) experience for the pilot.
Approach
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Pre-launch research: AI assisted desk research & customer journey map
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Post-launch research: contact tracking analysis, call-miner data collection & specialist interview
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Strategy co-creation: co-creation workshops