Role
Product Design + Front-end Development
Client
CASA&VIDEO (E-commerce)
Selling services in ecommerce
Providing more safety and peace of mind to customers while expanding sales opportunities.
CHALLENGE
From in-person to online
The biggest challenge was translating the service sales experience into the digital medium, as the customer's decision is mostly based on the explanation provided by the salesperson about how the services work and their benefits.
The process to enable the sale of services was divided into two stages: Create the services on the platform (development) and design a sales flow (design).
DEVELOPMENT
Creating the services on the platform
During the development phase, it was identified that the platform (VTEX) did not have a specific method for selling additional services, such as extended warranty and insurance. Therefore, it was necessary to create a process that would allow retrieving the existing services from the physical stores and associating them with the products sold on the e-commerce platform.
DESIGN
How to sell services online
In order to design the sales flow, the physical store sales process was initially studied through field research, followed by a benchmarking with other online retailers offering similar services.
Based on this research, the requirements for developing the online sales process were defined as: precise description of the service, clear pricing, display and acceptance of terms and conditions, and general information about the services’ benefits.
At this point, the main challenge was to present the information without disrupting the customer's purchase journey. Drafts were made to define how the services and additional information would be presented, and the interactions were tested. Legal information and texts were validated with the service provider, and a wireframe was built to validate the content placement in the final interface, ensuring clear and efficient presentation.
