Outcome
I initiated a product-wide effort to build a service map for our delivery processes that incorporated all business areas at Vroom. This journey map visualized customer actions, required documents, car location, and other important touch points in each step of the delivery process. Through this effort, we better understood delivery behind the scenes and prioritized improvements to the customer delivery experience.
I collaborated with product managers, team leads, and primary users on a weekly basis in order to build out different sections of the service map, from inventory to delivery. During intake, I collected user groups, car location, documents, and technology associated with each segment.
With each working session, I kept a running agenda and ongoing list of opportunities and questions.
Early designs
As the map grew, I iterated on the best format to provide visibility into overlapping users and processes.
Final design
The final style and contents of the first installment of the journey map included segments for stocking inventory, reconditioning vehicles, buying and selling cars online, uploading documents in my account, and completing registration.
Next steps
The delivery segment of the journey map quickly become a focal point for the project. I focused my collaborative session on the in's and out's of Vroom's delivery process to highlight strategic opportunities for the entire product team.
I overlapped internal logistics "jobs to be done" with customer needs related to that part of delivery. This exercise allowed me to map a more complex and user centered tracking scenario for both the logistics team and customers.
Overlapping the internal and customer-facing delivery journeys allowed the Logistics team to highlight and implement opportunities that improved our order tracking products from both ends.
