Kay Nguyen | UX Designer

Mountain Equipment Co-op

Service Design

— CLIENT

Service Centre

Mountain Equipment Co-op

(MEC)


— MY ROLE

Service Designer


— TIMELINE

5 weeks

2018


— TOOLS

GoogleSuite

Miro (Realtime Board)

I worked in the MEC Service Centre from 2017-2018.


As a member of the Product Advisor team, I self-initiated a service design project to improve the experience of processing watersports orders.


I spoke with relevant stakeholders and applied service design tools and methods to optimize the entire experience not only for members and staff, but also for the business overall.

CONTEXT

Details of this project are under a confidentiality agreement, so I’ve outlined my process here and blurred the images. If you’d like to know more about my initiative and process regarding this project, please email me.

PROBLEM

As a Product Advisor on the Watersports team and from speaking to relevant stakeholders, I identified two problems:


1) Each stage of watersports orders from inquiry to order release is very costly in time, effort, and cash; and,


2) Freight quote estimates and order tracking methods are cumbersome and decentralized

PROCESS

I used the following Service Design techniques to improve processes and procedures:


RESEARCH

First, I accumulated data directly from members who had inquired about products and had been frustrated with the amount of time and effort it took to receive a quote and members who had placed an order and were constantly checking-in about the location and timeline of their order.


Second, I interviewed members of the watersports team and asked about their current processes, pain points, and what potential solutions they had considered for tracking member inquiries, requesting freight quotes, and submitting orders to be completed, tracked, and confirmed.


Third, I interviewed other MEC senior staff, member support representatives, merchandising and buyers, warehouse staff, and freight company contacts to better understand current processes and business objectives.

SERVICE DESIGN BLUEPRINT

I then created a service design blueprint that outlined member actions, frontstage actions, backstage actions, and processes within the three lines of interaction, visibility, and internal interaction.


By using a service blueprint, it was easier to identify where gaps or inefficiencies were and identify opportunities to enhance or streamline the experience.


The top opportunity identified was the design of a tool that would allow member support representatives to provide instant freight quotes to members directly, instead of going through multiple stakeholders, and that would automatically record quotes onto a centralized database.

USER FLOWS

User flows outlined the steps of how a special and a regular order would be processed. The user flows would also serve as documentation for member service representatives. 


The user flows were tested with the watersports team members, iterated upon, and then rolled out to other member service representatives.

SOLUTION

A two stage solution was then implemented:

DOCUMENTATION AND TRAINING

In order to facilitate learning and change adoption, I created documentation and training material for all Service Centre staff. This included fun scenario-based quizzes that mimicked past and recurring inquiries and orders.

TOOL IMPLEMENTATION

In collaboration with other team members and based on the research conducted, I outlined the feature set and parameters of the freight quote tool. The tool was built, tested, iterated on, and then implemented.

RESULTS

The user feedback was that the tool was straightforward and, since it was built upon existing tools, was easy to implement into workflows.


The overall impact of the project was:

1) a decrease in the total hours spent on freight quotes by 50+ hours,

2) a significant increase in efficiency and time saved, and;

3) a general increase in member delight.


The tool was still in use by the time that I left the organization in August 2018.

CREDITS

Special thanks to the Service Centre Senior Staff, the Watersports Specialist team, and the rest of the MEC staff that helped give feedback and implement this project.