Brand/Model Swap at Doorstep
Solving for users who selected the wrong phone brand/model during exchange — preventing order cancellations while keeping Flipkart's device salvage operation intact.
Project Overview
This project focused on improving the doorstep CX of exchange, along with handling the experience at the frontend. It addressed scenarios where users made errors in selecting the brand and model of their old phone. In the benefit of the user not losing an order — and Flipkart not slowing down in salvaging old phones — this initiative became a necessary logistic.
Outcome
Aligned with Flipkart's "All-for-all exchange" initiative as a foundational step. The solution resolved customer errors in exchange details with minimal development resources, preventing order drop-offs and keeping the salvage pipeline running smoothly.