In 2018, a visual designer and I were tapped under an NDA to create a proposal for T-Mobile Retail. The ask was to storyboard and script a potential “how-to” video, illustrating three customer journeys. The goal was to further dissuade customers from attempting the then-unwieldy online checkout experience by providing “jumping-off points” via chat, in-store appointments, and a potential partnership with Uber to deliver purchases to the customer’s door. After being siloed with my colleague for about a week, we submitted the following pitch to business:
(1) A Customer Care associate reaches out to a return site visitor via latent messaging (chat), passing them to an idle (their words) store associate who invites them to an in-store “appointment” based on the product/service they’ve been browsing.
(2) A store associate handles the entire transaction from Journey 1 via chat; the home-bound customer receiving their purchase via Uber or other third-party delivery service.
(3) An inundated store associate is able to help their many customers more efficiently by delegating certain parts of each transaction to dedicated Retail Support associates.
Caleb Long | Copy + Storytelling 