I designed, executed and reported on a three month research project to understand the post-purchase experience for Mattress Firm’s online customers.
The research process utilized investigative methods, including persona building, competitive analysis, feedback and sentiment review, usability testing, and mystery shopping. The outcome of the project is a 52-page document summarizing each of the six scenarios, details on the problems and key opportunities for improvement, and recommendations on next steps for the company.
Tactically speaking, that meant ordering products online, having them delivered to my home, making returns, and interacting with Mattress Firm’s customer care and delivery teams, acting as the personas we created. I was the lead on this project. I worked with one other user experience designer on the research portion, but wrote the report and project summary myself.
This project was a deep look into the Advocacy step of the customer journey. Our client wanted to know:
- Is the customer satisfied with their purchase?
- Do they feel valued by the company they’ve purchased from?
- Did they know what to expect next, such as when their purchase would arrive and how to prepare?
- Are their questions being answered?
The answers to the questions, and many other valuable insights were learned as we stepped through each of the customer scenarios. At the end of the project, I presented our findings to a director and VP-level leadership team. Our next steps are to help identify easy wins that the digital team can fix, then work with leadership to prioritize the rest of the recommendations. From there, I hope to lead the key members of the Mattress Firm team through a design sprint, design thinking or envisioning workshop to gather actionable insights from their entire team.
Please note: the contents of this audit are subject to NDA and cannot be shared online.
