French luxury house

Overview

As the brand decommissioned its outdated after-sales management tool, we led the full redesign of a Salesforce-based global after-sales platform; from the framing phase to rollout. The solution included:

  • A custom boutique-facing app to manage after-sales cases efficiently

  • A Salesforce back-office for streamlined operations across markets and divisions

    • Creating user flows

    • Creating high fidelity mock-ups & prototypes

    • Analyzing data

    • Figma

    • Salesfoce

    • Trello

    • Jira

    • Excel & Power

    • Mobile app PO

    • Salesforce PO

    • Business Analysts

    • Mobile app developers

    • Salesforce developers

Challenges

Fragmented Workflows & Inconsistent Experience

Each market and boutique handled after-sales cases differently, leading to inefficiencies and an inconsistent client experience world wide.

Divergent Processes Across Divisions

The Fashion and Watches & Fine Jewelry divisions had distinct workflows, making it difficult to standardize processes while addressing their unique needs.

Inefficient Case Creation

Advisors spent excessive time creating cases due to complex workflows, impacting client interactions.

Rework

Incorrect product & service identification resulted in errors, requiring additional processing time from repair workshops.

Limited Advisor Expertise

Advisors, often specialized in specific product categories, struggled to handle after-sales cases across unfamiliar categories, leading to generic service selections which require repair quotes, and therefore additional back-and-forth with clients.

Disputes & Lack of Transparency

Client disputes over product condition, with accusations of workshop-induced damage. Advisors also had limited visibility into case progress, forcing them to rely on time-consuming manual updates.

Slow Repair Turnaround

Frequent repair quotes slowed down turnaround times due to complex communication loops between boutiques, clients, and workshops.

Untracked Discounts & Revenue Loss

The case closure process lacked structure, leading to unmonitored discounts.

Project Goals & Solutions

Streamline and Standardize Workflows

🎯 Goal

Create a unified after-sales process across all markets while accommodating the specific needs of different divisions

💡 Solution

Mapped existing workflows, collaborated with BAs, and designed a process that worked around technical constraints.

Optimize Case Creation

🎯 Goal

Reduce case creation time to under 6 minutes, allowing advisors to focus on high-value client interactions


💡 Solution

Designed a guided, step-by-step process that removed guesswork and reduced errors.


Faster turnaround & reducing rework

🎯 Goal

Reduce reliance on unnecessary repair quotes & rework in repair workshops by improving service selection and accelerating repair times.


💡 Solution

Enhance service selection with visual aids and descriptions to reduce reliance on generic services, thereby minimizing unnecessary quotes and accelerating repairs.


Integrated product qualification

🎯 Goal

Introduce a product qualification step with photo documentation to record pre-existing damage and prevent disputes


💡 Solution

Embedded a mandatory photo step in the process for clear, objective documentation.


Ensure Controlled Case Closure

🎯 Goal

Streamline case closure and discount management.


💡 Solution

Introduced structured discount rules and built-in tracking.

Process & Design Approach

🔍 Discovery & Framing

  • Worked closely with Business Analysts to define division and market-specific needs.

  • Created user flows & high-fidelity mockups to align stakeholders on a target vision.

🧪 User testing

  • Limited access to users, so we conducted limited usability tests, supplemented by data analysis of the legacy tool.

🚀 Delivery & Iteration

  • Broke down the target vision into a V0 pilot followed by incremental releases (V1, V1.1, etc.) to accommodate technical constraints. Prioritized features based on technical feasibility, user benefit, and business value.

Challenges Along the Way & How We Solved Them

Resistance to UX

Frequent organizational changes led to resistance to UX


💡 Solution

I had to advocate for design, educated new teams, and strengthened collaboration with developers.

Limited User Access

Little to no user research & testing possibilities

💡 Solution

Leveraged my personal past industry experience and analyzed old tool data to reduce bias.

Outcome & Impact

🌍 Roll out

Successfully rolled out in Paris and expanding to the US & Japan.

💡 Adoption & Usability

Boutique advisors found the tool intuitive and efficient, enhancing customer interactions and reducing training needs. (During training sessions « We don’t really need any training on the app, it is really intuitive ».)

🏆 Recognized UX Value

The brand renewed the UX contract with PwC, recognizing its critical role in the project’s success.

Précédent

Île-de-France Mobilités
Suivant

AMF