IBM Store Engagement | Customer Service Clienteling

This product provides a real-time view of all inventory, customer and order data through an intuitive user interface that’s accessible from sales counters and mobile devices. It also allows store employees to provide omni-channel services in the store for fulfillment, inventory management, task management and customer service.

HIGH LEVEL GOALS

Customer service features improve the efficiency of store associate with real-time access to customer and product information, the ability to view inventory levels at multiple store locations, quickly locate an order, check its status, make any necessary changes to it on behalf of a customer, manage returns and efficiently perform all fulfillment tasks in the store.

METHODS

Agile, Design Thinking, bi-weekly or monthly prototype review with customers and end users, interviews, contextual inquiry. We had several dedicated sponsor users, design partners who periodically met with to discuss the business needs and how application we designed actually performed in their business. We actually got to meet some of our design partners in person!