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Detailed Receiving Process Flow

Increase proposal conversions with proactive price updates

Research indicates Best Buy customers are more likely to purchase when advisors update proposals with newly found savings.

Manual Process

We wanted to speed up a manual process that was taking valuable time & causing many potential sales to be missed.

Old process flow

Since most proposals have multiple product SKUs, the manual search process becomes cumbersome & time consuming.

Hypothesis: Shorten price update time & improve acceptance

If we automate the pricing update scenario, advisors will more quickly & accurately identify proposals to update and recapture the sales opportunity.

How will the user access this new feature?

Old process flow

This view will be mobile responsive based on Microsoft Dynamics 365 responsive layouts. However, we needed to determine where this content would reside. We ultimately concluded we would need to create a custom page within Dynamics to contain a more "dashboard" like feel.

During our planning workshop, the team defined the basic flow to access proposal insights & expected next actions.

Old process flow

Prioritizing a Driven Experience

During our planning workshop, the team determined what would likely drive the advisors actions in this experience. Participants agreed on priorities for the experience before we began designing.

Old process flow

Collaborate on Initial Wireframes

Our next workshop, we took the priorities and began deciding on a card experience. We decided on the types of information and started a rough wireframe of the information architecture.

Old process flow

Medium Resolution Wireframes

As the team progressed in the discovery, we began to explore how the content would display on each card. We increased our resolution and worked with live data. The team came together to share their input & mark up the next round of proofs.

Old process flow
Old process flow

Exploring the Details

Details of the cards were scrutinized in the workshops and requests for further explorations yielded exceptional results in further testing.

Old process flow

Building the Experience

Since this had to work in an existing CRM framework, there were some compromises to the design. Once these cards were fully developed, we released them into the wild in a handful of pilot stores.

Old process flow
Old process flow

Results & Findings

Pilot stores saw a 87% increase in advisors following up with proposal updates. Advisors were able to realize an average of 5.6% increase in customer action on proposals with one advisor reporting an 11% increase in customer follow through during the pilot period.

Next Steps

Plans are already in the making to further improve the effectiveness of proposals. The team identified the following next steps:

Old process flow