Tesco Failed Payments

Project overview

Tesco experiences a high number of failed payments every year, which result in customer dissatisfaction and siginificant operational costs to resolve. As such, there was a requirement to explore how we could enable customers to self-serve resolving payment issues. I was required to generate the complete end to end customer journey, while also working with fulfilment colleagues and minimise impact to their workload.

Details of process

I began by compiling relevant data points from multiple analytics dashboards with analytics colleagues, contact centre data sources, while utilising customer feedback from ocustomer feedback tools to understand the scale of the issue and sentiments from both customers and colleagues. I also documented the existing user journey, to understand the existing pain points we needed to solve for.

I then ran an ideation session with stakeholders, across the business, that had experience or influence in areas this project would touch. This workshop was to ensure that everyone was involved in the design journey, from start to finish, and were able to bring their expertise into consideration for the end solution.

Following this workshop, I began to document a proposed user journey, wireframe various solutions that aligned to this user journey and conducted multiple rounds of user testing. This enabled the solution to evolve over many months, with acute attention to user needs in what can be a difficult situation for some customers.

Initially, a pilot was run with 18 stores, to assess the impact. Upon very positive results, it rolled out to a further 23 stores and it has now launched to all stores across the UK. We saw a significant improvement to all metrics and also made subsequent refinements to the journey.

Outputs