User journey mapping
Eric has been with Clutter as a Move & Pack Specialist for several years, and has had experience being a team lead for numerous jobs. I had the pleasure of shadowing him in the field to observe his interactions with customers and his process in the warehouse. After my time with Eric, I mapped out his journey as a primary user of Clutter WMS.
Ideation and proposals
My PM and I drew out decision trees and state changes to illustrate how the feature would work across each group of stakeholders. Checkmarks indicate touch-points that occur over the course of the average Move & Pack Specialist's job.
We wanted to create intermediate steps that would return timestamps so that Operations would be able to more accurately track each step in a job. Operations also needs the capability of cancelling job without requiring movers to individually contact CX. The proposal will allow warehouse operations to remotely supervise and monitor the progress of jobs.
Tracking and Remote Control
- Create events that return time stamps at arrival and waiting time checkpoints
- New protocol that cancels job after threshold of waiting for customer
- Add steps to Clutter Warehouse Management System's existing job checklist
To better understand how the new process would effect Customer Experience, Operations, Move & Pack, and our internal CMS, we outlined scenarios using service blueprints. The following is the ideal scenario of a customer arriving on time or within the grace period.