Defining the problem
The first step was defining the problem and understanding more about our users' needs. We started by conducting interviews with the customer care team, identifying the major problems our customers had after placing an order.
The second step was prioritising the information, and figuring out the most effective way of surfacing it to the user.
Interviews with the customer care team ✊
We travelled to Porto, where the Farfetch customer care team sits, looking to understand more about the issues we're currently facing. As much as we think we know our users, those that help customers on a daily basis know way way more.
Farfetch has an amazing data team, which helped us figure out where our users feel stuck and have to ask for help.
Last but not least, we tried to understand more by looking at what others are doing. We researched direct competitors (Net a Porter, Yoox, Selfridges, etc) and other companies that have stellar services (Deliveroo, Uber, Airbnb, etc).