Device Receiver Experience

The problem

Between when a device has been traded in at a store and when it is received in a warehouse, all kinds of fraud may have occurred.

At the warehouse, device receivers check the packages and scan each of the devices. They a 'receiving station' for this task, this station has a touch screen at the top providing feedback.

This is a very repetitive task, with little variation. As a result, motivation is low and advancement opportunities are minimal. Retention rates is only 20%, negatively impacting productivity and company financials.

Results

A one of a kind highly differentiated experience. It is expected to improve user satisfaction, productivity and retention rates, reducing cost and improving financials.

Actions

Strategically and financially it is important to find out who committed the fraud. Devices are checked when they are packed in the store, but need to be checked when they are received at the warehouse as well. This is where the receiving station and the device receiver come in.

Performed research:

• Research the current packing and alternative receiving solutions.

• Researched the device journey as it travels from the store to the warehouse.

• Researched the activities and needs of device receivers.

Based on the strategy and the research, designed the receiving experience on the receiving station touch screen:

• Created a multi-lingual experience tied to the user's login.

• Created a self guided training mode - for users to learn the basics.

• Created a gamified experience that keeps the user motivated through a wide variety of techniques; from epic meaning to accomplishment, ownership, social relatedness, unpredictability and more.