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03/16/2010

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Agilisys - Consumer Direct Customer Journeys

v0.1

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Story A few days later, Sally receives her regular newsletter from the CD website and notices an article on returning gifts so she follows the link...

3The retailer changesthe T-shirt

She reads about her rights and sets about returning

the item to the retailer

Sally Jones receives a T-shirt for Xmas

which has a hole in the sleeve. Sally

who is a regular user of the CD

website, has registered for advice

newsletters. Sally receives the CD

advice newsletter by email a couple of

days into the New Year.

She reads some money saving tips in

the newsletter and notices an article

on returning gifts. Following a link

from the newsletter into the CD

website she reads about her rights and

sets on returning her T-shirt to the

original retailer. The retailer changes

Sally’s T-shirt.

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Consumer General Issue (Post-Shopping)

Sally receives a faulty garment

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Story

Billy Fandango's roof had been leaking

all weekend. He needs a roofer but is

nervous after hearing stories about bad

tradesmen in the press. He decides to

search the internet for advice on

choosing reputable tradesmen.

The search produces a link to the CD

website's "Approved trader scheme"

page. Using a simple map, he finds links

to several reputable tradesmen near to

his home and makes a short-list so he

can call them to get estimates for

the work.

Billy also downloads an information

sheet on getting quotes for building

work. Billy contacts a couple of roofers

and requests written quotes and details

of the work to be included.

Consumer General Issue (Pre-Shopping)

Billy searches the internet for advice on reputable tradesmen1

ApprovedTrader Scheme

APPRO

VE

D TRADER SCHEME

The search produced a link to CD’s website,“Approved Trader Scheme”

My Shortlist

Billy makes a short-list to call up to obtain estimates for the work3

2APP

ROVE

D TRADER SCHEME

Consumer Direct Approved Trader Scheme

Story

Julie Smith receives a letter from “The

European Lottery” (EUL) notifying them

of a win. EUL require bank details and

addresses in order to process the claim.

Julie Smith is unsure, having heard bad

things about letter scams. Julie, who

used Consumer Direct (CD) last year,

phones the call centre.

The call centre logs the information

and advises her that this is likely a scam

and they suggest she ignore the letter.

They also advise that she can find

more information and learn about

types of scams on the website

www.consumerdirect.com and that she

may be interested in subscribing to

the CD newsletter. Julie receives an

email from the CD Call Centre with the

website address. She goes to the

website, reads more about letter

scams in general, and subscribes to

the newsletter.

Vulnerable Consumer General Issue

She phones the CD Call Centre foradvice tells her to ignore the letter

Julie receives a letter from“The European Lottery”1

2Call Centre

She subscribes to theCD Advice Newsletter 5

Julie can now go to the website to read more about letter scams4

The CD Call Centre sends her an email with the website address 3

Story

Mercedes McDougal bought some

tickets on a website for her favourite

band’s new tour this summer. 5 days

prior to the concert and she hasn't yet

received her tickets. Concerned, she

logs onto Facebook and goes to the

Fan Page for the band.

On the Facebook Fan Page she reads a

post from Consumer Direct that

mentions a ticket scam. Mercedes clicks

through to the Consumer Direct Fan

Page and joins the group so she

automatically receives updates on any

other scams. Mercedes follows a link

through to the Consumer Direct

website and finds more information.

Still a little confused, Mercedes decides

to use the new Web Chat feature. After

getting more information on her basic

rights and a recommendation on what

to do, Mercedes navigates to Facebook

and tells all her friends.

New Vulnerable (Young) Consumer General Issue

Fan Page

Fan Page

Mercedes then clicks through to theConsumer Direct Website link to find out more

3WebChat

Ahhh!!!Thank you!

Mercedes

Mercedes

Consumer Direct Agent 1

Try View > Headers &tell me what is says?

but the from addresslooks valid????

Still confused, she decidesto use the Web Chat Feature4

Mercedes goes online to buy some tickets to see her favourite band

1CONCERT

TICKET

CONCERT

TICKET

5After getting the answers she needs, Mercedes navigates to Facebook and tells all her friends

After 5 days, she hasn’t received the tickets so she decides to visit the Band’s Facebook pageand reads a post from Consumer Direct aboutticket scams. She joins the Consumer Direct Facebook group knowing she’ll receive updates on any scams

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Story

Vera Ridley aged 80 has a fairly new

television, but after 14 months it’s not

working! Vera has no idea what is

wrong with it and a major high street

retailer is saying that because it’s older

than 12 months they have no support

they can offer.

Vera logs on to the website looking for

advice. She uses Google to search for

"Expired Warranty" and "Customer

Rights" and finds a link to the

Guardian’s website reviewing customer

rights. The Guardian recommends using

Consumer Direct and links to the

website for more information. Vera

looks around the website and finds that

she has rights and can exercise them.

She re-contacts the retailer and they

agree to replace the television.

New Vulnerable (Old) Consumer General Issue

The Guardian recommends Consumer Direct. Vera clicks the link to the Consumer

Direct website for more information2

She looks around the website and findsthe information she needs.3

Vera has a fairlynew TV, but after

14 months it’sstopped working

She uses Google to search for “Expired Warranty” & “Customer Rights” & finds a link to the Guardian site1

Story

Johnny Patel sells his old guitar on eBay

and sends it by recorded delivery to the

winning purchaser.

He receives an irate call from the

purchaser of the guitar, complaining that

he'd not received it yet. Johnny knew

he'd sent the parcel and decides to go

back to the eBay site for advice.

He follows a link to the CD website

where he finds advice on dealing with

the Post Office to track down the

missing parcels. Johnny downloads an

information sheet on post and uses this

when he contacts the Post Office.

Johnny goes to the CD website where he finds advice on dealing with the Post Office to track down the missing parcel.

Johnny sells his old guitar on eBay

2He sends the guitar to the winning purchaser by recorded delivery

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1

3

Consumer Post Issue

FOR SA

LE

4 Johnny returns to eBay for advice

and follows a link to the CD website

The purchaser calls Johnny complaining that he hasn’t

received the guitar yet!

Story

Pete Williams has used CD in the past

for advice on resolving a dispute with a

trader following a broken PC and

subscribes to the CD newsfeed so he

receives regular updates and tips on

consumer matters.

One day he reads about how changing

electricity providers can save money

and decides to investigate further.

Following a link into the Consumer

Direct website from the newsletter, he

finds the information he needs and sets

about finding a better deal for

his electricity.

Consumer Energy Issue

Pete receives regularnewsletter from the CD website

He follows a link from the newsletter to the CD website 2

3 Pete finds the information he needsand sets about finding a better deal

He reads about how changingelectricity provider can save money

1

Story

John Smith aged 75 has sent money

in the post to his grand daughter and

it has not arrived. He calls the centre

out of hours and receives a message

advising that the office is closed,

but advising of the Consumer

Direct Website.

John visits the website and can not

find the information he requires. He

requests a call back for the following

day at 15.00, as he will be back from

his appointment at the hospital. He

receives a call at home at 15.00 from

the Consumer Direct Advisor.

Vulnerable Consumer Post Issue

He calls the centre out of hours and receivesa message advising that the office is closed,but advising of the Consumer Direct Website

He receives a call at home at 15:00 from the Consumer Direct Advisor

John visits the website but cannot find the information he needs. He requests a callback.

John sent money in the post to his grand daughter and it has not arrived

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?

Vulnerable (young) Consumer Energy Issue

The advisor takes his details and contacts Consumer Focus on his behalf. The Advisor also forwards by e-mail a link to ‘Debtline’ with their contact details

K I LOWAT THOURS

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Billy comes home late in the evening to find that his electricity supply has been disconnected

Story

Billy Taylor comes home late in the

evening to find that his electricity

supply has been disconnected for

non-payment of the last bill. He finds

the bill and follows a link to the

Consumer Direct website printed on

the back of the bill.

Billy finds information relating to a

telephone number. Out of office

hours, he contacts Consumer Direct

at 22.30 and speaks to an Advisor,

who takes his details and contacts

Consumer Focus on his behalf. The

Advisor also forwards by e-mail a

URL link to Debtline and their

contact details.

3

He finds the bill and follows a link he finds on the back of the bill to the Consumer Direct website 1

Billy finds information relating to a telephone number. Being out of office hours, he calls Consumer Direct and speaks to an advisor

2

Billy receives e-mail with information from Debtline4

Story

Tom Honeyman-Brown was returning

from getting his Sunday Times at the

local newsagent when he saw a group

of 12 year olds buying cheap cider.

On his way home he saw them sat in

a group at the end of his road.

Infuriated, Tom phones the local Police

Station and speaks with somebody

who logs the incident, but suggests

that Tom file a complaint on the

Consumer Direct website.

Tom visits the Consumer Direct

website, and navigates to the Smart

Web Forms. Tom follows the

step-by-step process to log his

complaint with Consumer Direct.

Tom supplies his email address and

is pleased to receive an

acknowledgement from CD a

few days later.

Consumer General Complaint (no advice/information)

Tom saw a group of 12 year olds buying cheap cider

Tom phones the local Police station and speaks with somebody who logs the incident

Advises him to file a complaint with Consumer Direct, directing him to the CD website 2

After few days, Tom is pleased after receiving an acknowledgement from CD

Tom visits Consumer Direct website, logs his complaint and supplies his email for confirmation3

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Story

Deirdre Davies had calledCD two years ago when she needed some advice about defective products, soshe knew to go to their website when her mounting rent arrears finallybecame unmanageable.

She goes to the Consumer Direct website and finds the section on Debt, which includes a link out to the Shelter website. She follows the link and receives help on dealing with her situation.

Web Bounce to Partner: Existing User

Deirdre needs advice when her rent arrears becomes unmanageable

Deirdre had used CD before so she revisits the website for advice1

She finds the section about Debtand follows the link to Shelter Site

She receives the help neededto start dealing with her problem

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