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David Jones Customers/ Employee Journey - Coggle Diagram
David Jones Customers/ Employee Journey
Customer
Online order
Purchase
Shipping
Click & Collect
Express Delivery
Standard Delivery
Free for orders over $50
4-10 Business days + 10 additional business days (Australia post delays)
Select product/s
Add to cart
Checkout
Fill in details
Add payment method
Pay now
Confirmation of order on screen & email
$10 fee for orders under $50
Metro Same Day
Receive
8 Business days
Item doesn't fit
Change of mind
Checks return policy
Return via post
Return instore
Return
Via post
Instore
Exchange
Refund
30 - 60 days
Provide proof of purchase
The Item/s is in sellable condition
The item is not a Special Exception
Provide same payment method
Credit Card
Employee refunds the amount owing on EFTPOS machine
Employee
In-store
Refund
30 - 60 days
Check the item is not a Special Exception
Check proof of purchase
Check payment method
Credit Card
Ask for the same credit card
Refund the amount owing on EFTPOS machine
Check item/s is in sellable condition
Exchange
Check item/s is in sellable condition
Check the item is not a Special Exception
Check proof of purchase
Reason for exchange
Item is too small
Looks for a bigger size
Found in same shop
Would you like to try on this size?
Yes
1 more item...
No
1 more item...
Found in different shop
Are you able to physically get to this shop location?
Yes
1 more item...
No
1 more item...
Customer
Online order
Contact Customer Service
Via phone call
Asks about stock
Employee asks to hold the line
Customer waits on hold (15 minutes)
Employee informs customer they have no stock at the store, however the website says otherwise.
Employee doesn't offer to check other stores for stock.
Employee hangs up.
Customer is annoyed and frustrated.
Customer calls.
Via email
Received wrong order.
Sends details to customer service employee.
Waits for a reply (3 business days)
Employee tries to rectify the problem.
At this stage customer just wants a refund.
Employee asks customer to wait for for a solution.
Customer is upset & frustrated.