OVERVIEW
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In September 2020 Amazon launched a pilot for a “Customer Walk the Store” program to improve customer experience across Automotive and Hardlines. Initial tests required users to search, compare, and select items such as “Wiper Blades” or ”Tires” and add those to their carts. The pilot identified that 60% of our customers were unable to filter items correctly when searching for “Wiper Blades”, for example. We raised a Sev2 resolving the issue and improving overall customer experience. The next step is to evaluate how to expand the program to all Hardlines. We are creating a mechanism in partnership with HCX to allow teams to review real customer interactions and make informed decisions about changes and improvements in CX.
The Bad:
“The sorting was not working correctly (low to high)”
The Good:
“Everything was easy, it was seamless”
WALK THE STORE – HOW IS THIS DIFFERENT?
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How is this “Walk the Store” different?
At Amazon, traditional walk the stores consist of a product group walking the store to find bugs, inconsistencies within the amazon ecosystem. They identify them and a SIM is produced to expedite a fix to the identified problem. This is a great way to find those bugs but lacks actual “User Problems”. Amazonian’s already are biased due to their advanced knowledge of our current Ecosystem. It is great for finding bugs, but it is not the best at identifying real customer problems that they might miss due to the familiarity of the site.
With User Testing “Walk the Store”, we take the approach of allowing users to drive results with no help or guidance other than giving them the product or promotion to look for. As with the example above, on our very first test, we found a Sev2 issue and were able to quickly remedy the problem resulting in a better customer experience.
