Member Experience Framework
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Pre-purchasePurchasePost Purchase
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Need/wantFind/DiscoverResearch / RefineFulfillBuyReceiveSupportFeedback
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Duress
Starts online
Needs a replacement refrigerarorIssue: Googling "Refrigerator Repair" displays "Sears Appliances Repair - searshomeservices.com" in the top paid ad spot. Other websites show the company name & phone number in the title. On mobile the search results are for a 20% off coupon.

Opportunities: The phone number should be included in the title of the search result. For example: "Sears Appliance Repair - 847-555-1234"

Pain level: Low
Issue: Duress shoppers do not have a way of quickly figuring out which refrigerators can be delivered quickly. The flyout, vertical page and PLP page do not allow members an entry point to shopping products that can be delivered in 2 - 3 days.

Opportunities: Allow members to shop quick delivery items from the flyout and vertical page. On the PLP allow member to filter by products that can be delivered within 2 - 3 days or provide a banner on the page that goes to an experience where members can shop products that can be delivered quickly. The Shop My Store feature only shows products at that physical store and not products that can be delivered from a nearby warehouse in a short timeframe. Allow members to pay extra for expedited delivery.

Pain: High
When they go to sears.com before purchasing they notice the home page has been customized towards refrigerators and their top picks are displayed. They select the one they want and checkout.

Opportunities: Personalized and customized home page based on refrigerators they have saved and talked to the associate about.
If coupons are received during the consideration process the member is going to want to use them during checkout. In this case Jane received a $30 off coupon from Sears Home Services and a $30 off coupon via email.

Opportunities: Confirm both coupons can be used together online and in-store or they have a disclaimer on them saying "1 coupon per transaction"
The day of delivery Jane occasionally checks up on the driver. She watches as her name gets higher on the list, noting that his day is proceeding faster than she would think.

Opportunity: We do not allow members to track where their delivery is and if the driver is ahead of or behind schedule.
She is later emailed to see if she’d like to purchase a protection agreement.Jane writes a review of the refrigerator she purchased a few months later.

Opportunity:
- We do not follow up with members and remind them to submit a review. We could offer points as an extra incentive if the customer is a member.
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Issue: The PLP and Search Result pages display refrigerators along with filters and other accessories. This is a confusing experience for our members - they have asked to see refrigerators.

Note: We had initially expected to see search terms such as "how to buy a refrigerator" and "top selling refrigerators 2015" but the search results report does not reflect this. There were searches for "smudge free refrigerator" but it was far down the list.

Opportunities:
- Create a module that is displayed at the bottom of the PLP and Search Result pages where the member can access filters and accessories.
- The current search result for 'smudge free refrigerator' goes back to the Sears.com home page. The member should be taken to refrigerators with a smudge-free finish. (Note: this is a low search term and should be prioritized lower on the list).

Pain level: Medium
On the verical page members are unable to figure out how to shop for appliances they need right away and there is no phone number for repairs.

Opportunities:
1 - There is no callout to shop what is available NOW
2 - There is no callout to the phone number for repairs
After adding the item to the cart Jane goes to checkout. She is asked if she would like to become a member and sees she can early $30 in points! She decides to join the program. Jane receives an order confirmation email with all of the purchase information clearly displayed along with the delivery date.

Opportunities:
- The order confirmation email needs to be laid out again. Concerns are below:
- The amount saved is the biggest price on the page, opposed to the amount paid.
- The delivery date was in a small font and was hard to find
- The coupons were not relevant to my purchase (they were for lingere)
When the refrigerator arrives it won't fit past the island! Luckily the island is movable and Jane and the driver move it together.

Opportunities: Make sure the member knows how much space they need to bring their refrigerator in their home. We have a delivery page with an existing video and need to find the right place to surface it (OCP, email confirmation, order center, etc.,) http://www.sears.com/appliance-delivery/dap-120000000296689 This video is a bit dated and may need to be reshot.
Jane is contacted later to make sure her delivery is satisfactory.

Opportunity: We do not follow up with a phone call today. associates are not incentivized to do this because if there was a probem or if the product was damaged and a credit needs to be issued the associate will receive a reduction in comission.
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Issue: Top appliance search terms show many members search by brand name (i.e. Kenmore refrigerators). The 4th most common search term in appliances is 'Kenmore Refrigerators" and the 6th most common term is "Frigidaire Refrigerators". There is nowhere the member can learn more about the brand.

Pain level: Medium
She navigates to the Refrigerators PLP.

Opportunities:
1. Buying guides are not incorporated at all into this experience. We should investigate adding buying guides either as a PID inline or in the left rail.
2. All Kenmore refrigerators occupy the first 5 rows. Why is this? It looks like we just sell Kenmore.
3. What does recommended mean?
4. Are the top sellers for my neighborhood?
5. There is NOTHING on this page that speaks to needing it quickly or that allows me to shop easily in a duress situation.
After they enter their delivery address and checkout. We tell the member they need a water hose, but we do not notify them that because they live in the City of Chicago they need a copper connector.

Opportunity:
- We do tell members they need a water hose, but we don't show a picture of what the hook-up should look like with the copper connector if they live in Chicago. We don't even mention that they need a copper connector. We should use the members address to determine if any other special parts or connections are needed and notify the member with a description and a picture.
Jane realizes that she has an important meeting on the delivery day and needs to push back the delivery by one day.

Opportunity:
- We do not allow our members to upgrade from a standard delivery time to a premium delivery time because we have no way of charging them online. If a member wants to pay more, we should accept their money and ask them to provide a credit card for the charge.
- If the member changes from a premium window to a standard window we do not issue a credit to them.
When removing the water line from the old fridge, the driver notices the water line is cracked. It isn’t a big deal - it only costs a couple of dollars and they have them on the truck. Bill pulls out a credit card reader for his phone, but then realizes he can just add it to the Sears card bill.

Opportunities: Today the delivery drives have no way to charge for the item so they give it away free if they have it. If they are out, then the customer is out of lucky.
She is contacted a number of times with relevant information sent at relevant times. Examples:
• A month later she receives a request to submit a review of her new fridge.
• Two months later, she is sent a helpful article on how to organize her freezer.
• Five and ½ months later the associate sends another reminder about the need to change the filter.
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She searches for "Refrigerator Repair" on .com and is taken to the Sears Home Services experience where a phone number and chat are easily found. Searching on mobile and mweb are also very successful experiences. The phone number is displayed up top.Filter: On the PLP page there is no place for her to indicate she has small children and the size of her family. These are questions our associates ask in-store to help determine which refrigerator is best for the member.

Opportunities:
- Add these as filters and explain what capacity means (this could be in a buying guide), or if a finder is designed these questions should be part of it.
- Why is brand shown above size on the current filters? The size HAS TO be selected to ensure it will fit.
They then select a convenient 4 hour window and see that they will be called or texted the night before with a 2 hour window

Opportunities: The only "free" window is 7 am - 9 pm. It looks like you HAVE TO pay an additional amount to have a shorter window. In reality everyone gets a phone call the day before with a 2 hour window; this is not clear in the messaging.
Issue: During checkout the associate asks the member if they have a copper hookup for water and they aren't sure. The associate also explains to the member how to "walk the path" to ensure the refrigerator will fit into their new space. The members look concerned & confused.

Opportunity: During the final step of checkout ask the member if she would like a delivery man to perform a pre-check of her area to ensure she has the right hook-ups and ensure there is enough space to get the refrigerator into the space.
Issue: Sometimes items are damaged in transit. When this happens, it is the Member's responsibility to call Sears and get it fixed. The driver just waits for this to happen. This can result in the Member feeling that Sears is not taking responsibility and cause more frustration that it needs to.

Opportunity: Task the drivers with initiating the conversation that results in fixing the Member's issue.
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Issue: When a member is in a duress situation and would like a repairman to come out to look at their existing refrigerator to see if the best choice is buying a new refrigerator or fixing theirs the member needs someone to come out same-day or next day. We have been told the average turnaround time is 8 days to make an appointment (we are confirming). This is too long for someone in a duress situation.

Opportunities: Set aside a set number of appointments each week for members in a duress situation.
When the repair man is at the members home he should be able to measure their refrigerator and open a "scratch pad" for them (if this idea is implemented) where their dimensions are saved.

Pain: High
Issue: On the current experience about half of the refrigerators have 10 or fewer reviews. Members leave our site and go to Amazon, the manufacturer site and competitor sites to read reviews.

Opportunity: Pull in manufacturerer reviews (Lowe's does this). Acitvely ask members to provide reviews post-purchase; consider providing points as an incentive. Investigate if we can pull consumer reports reviews and information onto more products.

Pain: High
Issue: Checking out on SHOPSears is slower than on POS - 2 to 3 times as slow. Some shoppers even know this and avoid being checked out on iPad.

Opportunity: Optimize SHOPSears so that it is quicker and easier than using the POS.
Issue: Very few associates call Members to see if the installation went well, as they know that if it didn't they may need to make a price adjustment resulting in a reduction of their commission (this despite the issue quite possibly not being their fault). The prime example of this is damage done in transit or install.

Opportunity: Shift financial penalties for installation and delivery issues to the people who perform them, and cease penalizing in-store Associates for checking up on sales and making it right for the Member. This has the potential for making the relationship between Associate and Member deeper.
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She goes on Facebook to ask her friends if anyone has a refrigerator they love and she notices a paid ad for a Kenmore refrigerator on Sears.comOn the PLP for Refrigerators not only are refrigerators shown, but filters and other parts and accessories are also displayed.

Opportunity: Only refrigerators should be shown and a module should be added to the bottom of the page to shop accessories and related parts. We see a lot of Forsee data with complaints that when members search for refrigerators or filter to a specific refrigerator, they expect to see refrigerators.
Issue: Follow up emails are form letters, and are disassociated from the in-store associate that the Member has a relationship with.

Opportunity: By having follow up emails come from in-store Associates, Members may be ore likely to read them, and could be more likely to keep the relationship going over the long term.
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Issue: Many members do not know the measurements of their current refrigerator when go to the store or start shopping online. We basically need to tell the member to go home and measure their refrigerator, then we can help them. Chat data also shows that many members are uncomfortable measuring their refrigerator.

Opportunity:
- Create an online tool that allow members to determine the size of their refrigerator leveraging what the member knows about their current refrigerator. Example: brand, configuration, how old it is, if it's counter-top depth. Then show pictures of the outside and inside of the refrigerator so the member can see shelves, baskets, filter, etc., The member would swipe through results to determine which is theirs.
- If the member has previously purchased a refrigerator online the in-store associates do not have access to that information and cannot look up the size.
- We should allow the member to save the measurements to their profile or a new app so they always have access to them.
- This could be leveraging data from SPIN which has product data from the past 6 years, or Parts Direct for dimensions.
- If the member has previously purchased a refrigerator online the in-store associates do not have access to that information and cannot look up the size.
- Chat associates do not have access to the members profile.
- We should allow the member to save the measurements to their profile or a new app so they always have access to them.
Issue: When members learn about new features such as CleanFlow air filters they cannot filter to see which refrigerators have this feature. They have to go to the PDP to see what features are on which refrigerator.

Opportunities: Research which features are the most important to our members and allow for the member to filter by those features as well.

Pain: Low
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Issue: The same PA information is displayed on PDP, POP (product options page) and in cart. The information is repetative and if we didn't sell them on a PA the first time with that messaging, the second and third attempts may not work as well.

Opportunities: Vary the messaging displayed in each location to focus on a different benefit (all benefits can still be mentioned). Right now the description lives in SPIN and is called from the 3 locations so SPIN would need to be updated.

Pain: Low
Issue: On the PLP page Jane would like to see all of the prices listed in the product cards. Some of the prices are hidden and "click to see price" or "add to cart to see price" are shown (MAP pricing)

Opportunities: Some of our products are MAP priced and we require ATC or clicking to see the actual price. How does Amazon get around this? Can we do something better?

Pain: Medium
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Issue: Due to the time between fridge purchases, Members often need to acquaint themselves with features that are available prior to evaluating choices. Features listed on PDPs don't always make their benefits clear to the Member's family.

Opportunity: Leverage knowledge center content and optimize PDP content to be more benefit oriented.
Issue: On the PLP page all of the refrigerators look almost the same once she applies her color and configuration filters. Members have to go to the PDP to understand how one refrigerator is different from the other and why they are priced differently.

Opportunities: Display additional information on PLP to help members understand the difference between the refrigerators. Would a list view be a better default view? The majority of our competitors default to a list view for refrigerators.

Pain: Medium
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She goes to the PDP to learn more about the refrigerator.

Opportunities:
- Rebates are not shown by price story
- There is a lot going on on the page. Can noise be reduced? (for example, brand section, similar products -- you can't tell what the differences are)
- Zooming is a bit funky for refrigerators
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Issue: We do not clearly & loudly call out that we match competitor prices and we do not display the competitor prices such as Lowes and Home Depot. We require the member to leave our site to shop around and ensure they are getting the best price.

Opportunities: Update the vertical and PDP pages to inform members that we price match. Explore if it is possible to pull in the Home Depot and Lowe's prices.

Pain: Medium
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Issue: While our members are researching they save refrigerators they are interested in using a variety of methods: screen shots, saving URL's or pencil & paper. We need a tool that allows members to easily capture refrigerators & notes and share them with their significant other and associates. We currently have list functionality but that does not allow members to add competitor products.

Opportunitiy: Create a scratch pad tool for customers where they can save products they are interested in. The scratch pad saves products and articles. Products from competitors can also be saved. At a minimum the following information should be displayed for each product? picture, price, reviews, location it can be viewed at in-store. The scratch pad also allows members to make an appointment with an associate to see the products in-store. Jane can add comments to the products and share them with her husband who can also add comments. When she makes an appointment in-store Jane shares her scratch pad while making the appoitment. The associate can pull up her scratch pad in-store. The scratch pad also notifies members when a product in their scratch pad goes on sale.

Pain: High
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Issue: Members almost always want to see the refrigerator before purchasing. There is no way for members to know what refrigerators are on display at their local store.

Opportunities: Update the PDP to display where the member can see the product being viewed.

Pain: High
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When members are ready to go see a refrigerator there is no way for them to make an appointment to ensure an associate can see them or to share refrigerators they are interested in with an associate prior to going to the store.

Opportunities: Allow members to make an appointment at their local store and share what they are interested in prior to heading to the store. We may not want to allow members to make appointments with 1 specific associate incase that associate is busy when the member arrives -- but to allow them to make an appointment in general and during a pre-shift meeting all associates will receive an update on who is coming in that day.
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At the store the associates tell our members which refrigerators can be delivered in a few days. They typically check the back room to see what they actually have in stock because the computer is not always accurate. The computer also counts floor models as inventory.

Opportunity: Upgrades to the system need to take place to ensure inventory is accurate so the associates do not need to check daily. Floor models should be displayed separately in the system.

Pain: Low
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Once Jane gets home she sees she has received a $30 off coupon from Sears on the purcahse of a refrigerator
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The Member receives a nice note from the Associate along with a summary of the products they looked at and a note by each one.

Opportunities:
- the link in the intro to the email says "if you need anything contact us here" - the link goes to a generic customer service page. It doesn't show the phone number to the store or allow you to email someone
- There are 2 bolded lines in the recap. The first one is the name of the product and the second one is the beginning of the description. In two of our three products the two lines are the same because the description starts off with the product name
- model # is not displayed in the recap
- no ratings and reviews.
- There are links to the measurement guide. The guide is very confusing.
- the email can only be sent to 1 person
- Towards the bottom of the page free delivery, price match and free store pickup are displayed. Should another service be dislayed except free store pickup (perhaps measurement guide?)
- Adding a picture of the associate would be nice along with the hours they work. Does the shopper recap support 2 email addresses? The products should be able to be added to John and Janes shared list (if they desire). The associate should be able to follow up again with a personal note (not possible today - just a generic recap is sent again).
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Jane looks to see if delivery & haul away are free.

Opportunities:
- Online we offer free delivery with a purchase of $399 or more AND free financing with a Sears card. In-store members have to have a sears card for free delivery and the member can pick free delivery OR financing. The offers are different between online and in-store and members leave the store without purchasing and tell the associate they will buy online or go elsewhere.
- The industry standard is for free delivery and some competitors offer free haul away as well.
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The member receives a nice note from the Associate along with a summary of the products they looked at and a note by each one.

Opportunities:
- the link in the intro to the email says "if you need anything contact us here" - the link goes to a generic customer service page. It doesn't show the phone number to the store or allow you to email someone
- There are 2 bolded lines in the recap. The first one is the name of the product and the second one is the beginning of the description. In two of our three products the two lines are the same because the description starts off with the product name
- model # is not displayed in the recap
- no ratings and reviews.
- There are links to the measurement guide. The guide is very confusing.
- the email can only be sent to 2 people
- Towards the bottom of the page free delivery, price match and free store pickup are displayed. Should another service be dislayed except free store pickup (perhaps measurement guide?)
- Adding a picture of the associate would be nice along with the hours they work. The products should be able to be added to John and Janes shared list (if they desire). The associate should be able to follow up again with a personal note (not possible today - just a generic recap is sent again).
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Issue: Members sometimes don't know if they should get their refrigerator repaired or buy a new one. Sears Home Services takes 2 - 3 days to come out and the member will likely need to stay home a day from work.

Opportunity: Create a repair vs replace calculator online. Allow the member to enter information about the refrigerator they have such as brand, configuration, how old it is, etc., Possible matches would be displayed that the member scrolls through until they find the refrigerator that is theirs. The refrigerator & size are saved to the members profile. The member has the option of shopping refrigerators in that size.

Pain: Medium
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Duress
Starts in-store
The associate points out that they will need a specific water hookup and a copper connector because they live in the city of Chicago. The associate sends Jane’s hubby a picture of what will work and what will require some modifications.

Opportunity: The associates do inform members they need a water hookup & copper connector. They do not have an easy way to show them what this looks like or share it with a spouse that is not present.
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The Member asks if delivery & haul away are free

Opportunities:
- Online we offer free delivery with a purchase of $399 or more AND free financing with a Sears card. In-store members have to have a sears card for free delivery and the member can pick free delivery OR financing. The offers are different between online and in-store and members leave the store without purchasing and tell the associate they will buy online or go elsewhere.
- The industry standard is for free delivery and some competitors offer free haul away as well.
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While shopping Members want to be able to indicate which products she is and is not interested in. The ones she is not interested should be removed.

Opportunities:
Members cannot get rid of refrigerators they are not interested in without applying filters. Once filters have been applied there is no easy way to x out what they don't want.
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Replacement
Starts in-store
Issue: Members want to educate themselves online and learn about the different types of refrigerators, different features, different brands, etc., It is very, very difficult to find the knowledge center on Sears.com today. It is not surfaced on PLP or PDP while the member is shopping. Members often leave to go to the manufacturer site to learn more.

Opportunities: On the PLP carve out space for a Refrigerator 101 section that has articles such as: new refrigerator features, how to measure your refrigerator, different refrigerator configurations, countertop depth vs. non-countertop depth. Investigate adding manufacturer inforation to the PDP like Lowe's does.

Pain: High
Mambers do research on brands to see if there are any red flags they should avoid and to undestand the features.

Opportunities: We may be able to use the brand showcases if we insert them at the proper part of the buy flow. The design should also be looked at to ensure it is educational, features are explained, etc.,
The associate uses the iPad and checks them out.

Opportunities:
- The iPads are slow and sometimes they crash.
- It takes associates 2 times longer (or more) to checkout the iPad vs. the computer
- The iPads do not have a back button so if a change needs to be made the associate has to void the whole transaction and start over.
- Members that have been checked out on an iPad previously ask to be checked out on the register
- The associate has to go to the register at the end of the transaction for the receipt.
When the refrigerator is delivered Tom notices a dent on the side of the refrigerator!

Opportunities:
- The delivery man sould be the person to appologize and make it right. The delivery driver should explain the 3 options available (keep for a credit, exchange or return) and call MSO if the member would like a credit. Today the delivery drivers do not make the phone call -- they wait while the member calls. The delivery drivers really should be the ones to make it right.
- If a credit is issued at any point in the sale (even for a damaged item) the associate takes a reduction to their comission. The deliery drivers are not penalized. Reducing the associates comission is likely a deterrant for the associates to follow up to ensure members are happy and to returning phone calls when they are not.
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When they find an interesting tidbit or a possible model, they share it with each other.

Opportunities: In the solution we develop for sharing partners need to be able to share products & notes from a variety of websites.
They think they have a Sears card, but haven’t used it in a few years and don’t have it on them. Sal finds it in the system starts to process the order.

Opportunities: After a set amount of time of the Sears card being un-used we automatically cancel the card. Why do we do this?
33
Members chat with an associates on Sears.com and asks a few questions while doing research

Opportunities:
1 - chat is hard to find and pops up when people don't need it. Chat should always be present so we can help the member when they need help.
2 - the chat associates are not refrigerator experts -- our in-store associates are. Allow members to either chat with an appliance expert through the chat center or allow members to chat directly with associates. Member assist does allow this via email but it is for members only, is on the SYW site and is hard to find.
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Each time they revisit sears.com, they are notified if the price of any of their fridge possibilities have changed.

Opportunity: TELL the member if the product is cheaper than last time. This may encourage them to buy.
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Replacement
Starts online
Issue: If the member has previously bought a refrigerator from Sears, we do not message on the PLP or Search Result page that we know their refrigerator size. We require the member to figure out the size and filter to that size.

Opportunities: If the member is signed in or soft signed and we should check to see if we have a record of a previous in-store refrigerator purchase or online purchase. If we do, we should display a message at the top of the PLP or search results pages telling the member we know their size and asking if they would like to shop for that same size refrigerator.

Pain: High.
Tom scans through the list looking at images, reading descriptions and reading reviews as well as the Consumer Reports ratings and linked CR report

Opportunities:
- Incorporate in more consumer reports. Link to the consumer reports article.
- As mentioned previously add in manufacturer reviews.
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Issue: We do not ask members about their family size, age of kids, etc., to help them find the best refrigerator for their needs. Associates use these questions to help narrow down which refrigerator will best fir the members needs to ensure they are happy with their purchase and to decrease the likelihood of a return.

Opportunities: Explore adding filters or creating a finder that takes this information (and other informatio critical to the purchase) into consideration and allow it to be factored into the results. Another solution could be to write a knowledge center article that speaks to family size and how many cubic feet that translates into.

Pain: Low
Issue: There is no good way to communicate with HA specific Associates while not in store. There is also no way to communicate with multiple stakeholders, and there is no way to "show" something via chat.


Opportunity: Allow "group Skype" style chats that include multiple stakeholders (eg: husband and wife) as well as an Associate, specifically the associate that the Members have been working with if possible. This "chat space" should also allow Associates and members to put in rich media as well as links. Chat transcripts should be kept available to the Members in their research tool (called ScratchPad in this project), with which chat would be tightly integrated..


Pain: High
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Issue: Movers don't always know what refrigerator is in the new home they are buying, and have limited access to the new home to measure.

Opportunity: Enable the Associate to look up the purchase and repair history at the address of a Mamber's new home and determine if Home Services has worked on the fridge int he past, getting the model number from there. Confirmation could be by use of product photos.

Pain: Low
Issue: There is no way for Members to flag or sort by specific features. Current filters are a binary sort - products are in or out. This diminishes usefullness for those filters that are not "deal killers" but are important to the member.

Opportunity: Enable filtering by features. It may be worth exploring how to differentiate between "normal" filters and feature filters. Items that are eliminated with feature filters should be reflowed to the bottom of the list and noted as failing the filter and why.

Pain: Low
40
Issue: Qualifying questions used by in-store Associates are not asked online.

Opportunity: Offer the ability to help filter results by qualifyers like “small kids”, “how many kids”, “how often you shop”, “entertains a lot."

Pain: Low

(They look at their first product and after looking at various modules on the page, a chat window displays that lets them know that Sears can help them choose a refrigerator based on the following criteria relating to their household, e.g. “small kids”, “how many kids”, “how often you shop”, “entertains a lot”, but if they’re not interested in that, chat is always available in the bottom right of their screen.)
41
Issue: Sears PAs are high feature, high value, high price, BUT shoppers often don't spend the time to find out anything beyond price and years. Given those two criteria, Sears PAs are a bad deal.

Opportunity: Leverage search ads and ?????????????


(Stel is skeptical, so she enters “Sears warranty” into the search bar. She is pleased to see that Sears protection is #1 and how their coverage surpasses competitors in almost every category)
42
Issue: Shoppers have questions, but even thought they seek out Associates for their knowledge, there is a limit to the trust of their reactions as they are on commission (most Memebers at least suspect this). User reviews are seen as more reliable for this reason.

Opportunity: Enable shoppers to "chat amongst themselves" to answer questions they have, and use these conversations to generate a robust Member Powered Q&A section on the PDP.


(As they look at product pages, they’re notified when another member who bought that item is online and available for questions. They’re able to chat with that member and their question and the other member’s answer are added to the Q&A for the product.)
43
Issue: There is no way for Members to see if a refrigerator they are looking at is on display at a Sears store near them.

Opportunity: Create a pattern where items on display can be easily recognized online.
44
Issue: Associates take a long time with Members in the HA department, which is a good thing that can have the consequence of having all associates busy with nobody left to take care of a Member.

Opportunity: Create the ability for Members to make appointments with Associates
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Issue: Members don't always think to check size before shopping for appliances.

Opportunity: Surface the model Members last purchased on soft login for reference to size.
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