Leading strategic, data-informed design
Crowd-sourcing product images
40% of all products in Reece's flagship ecommerce app and point of sale system had no photo, making it hard for customers and branch staff to identify the correct item. This was consistently one of our top two complaints in NPS surveys for over two years.
Eliminating duplicate payments
Reece customers were unintentionally paying double or triple their account payments, due to a lack of clarity about whether their first payment went through. These payment errors were causing loss of trust with customers, added workload to internal teams, and hindering the company’s goal of shifting more payments online.
Fuelling Gen Y car sales
Car dealerships across the US were facing a critical problem: losing buyers to online competitors. Younger buyers preferred the convenience of platforms like Carvana and Craigslist, where they could research and complete most of the buying process online.
Accelerating case resolution
For over five years, Reece’s Customer Care team struggled with a major pain point: spare parts for warranty service cases were shipped exclusively from the Melbourne distribution centre. For customers in Perth or New Zealand, this often meant waiting weeks for spare parts.
