Streamlining the complaint process by facilitating evidence and correspondence in a single location

Made with the team at Designit

Following initial research conducted, several opportunities were identified for digital transformation within Castrol. Building on this, further research was conducted to understand the needs of Castrol Distributors and Customer Service Representatives. This resulted in an online tool that facilitates and provides visibility of the Castrol complaints process, as well as storing evidence and correspondence in a single location.

The Caribbean, Central and South America regions were selected as initial MVP rollout regions requiring the interface to be translated into Spanish. User interviews were facilitated remotely as well as in English and Spanish. Tools such as Lookback allowed us to conduct user testing unmoderated and capture a larger number of participants.

At the conclusion of the project surveys were were sent to the participants with the result recommending the platform be scaled to remaining regions.

Process

• Existing research analysis

• Customer & stakeholder interviews

• As-is journey mapping

• Use cases & future journeys definition

• Feature prioritisation

• Wireframing

• Technical feasibility

• User testing

• Visual design

• MVP evaluation

Outcomes

• 86% of users felt the complaint process was improved

• 96% of users felt the interface and features were ideal

• Project was given recommendation to scale at conclusion of prove phase