The Dorothy Perkins Customer Experience

CUSTOMER
EXPERIENCE
Follow us @PeopleVoxwww.peoplevox.co.uk
THE
DOROTHY PERKINS
(omni-channel)

2
As part of our
www.peoplevox.co.uk Follow us @PeopleVox

3
eCommerce Customer
Experience Challenge

4
we’ve been testing retailers
including Amazon, Foyles,
and ASOS

5
Which you can view here

6
So, next we tested the
customer experience at...

7
DOROTHY PERKINS

8
...going down the omni-
channel route.

9
It all started with the typical
English weather...

10
...and a need for some
waterproof shoes.

11
Truth be told...

12
...Dorothy Perkins was not
my first choice.

13
I tried many retailers...

14
...but didn’t find what I wanted

15
(Which may say more about
my picky taste than the
actual retailers)

16
So I used my desktop to search DP’s website

17
Great filters

18
Clear product view

19
And, before long, I found a
pair of boots I liked the look
of...

20

21
Even better, they were on
SALE!

22
Awesome!

23
The only snag was my
reluctance to order shoes
online...

24
...because it’s often such a
gamble with the size.

25
So I headed to my nearest
store!

26
I found the boots I’d seen
online in my size...

27
...tried them on, and they fit
like...a glove.

28
The snag?

29
The sale didn’t extend to
the store; it was only
available online - and it
ende...

30
I didn’t want to risk my size
not being available online
before I got home...

31
...so I decided to order them
on my mobile while in store.

32
To be
honest, the
mobile
website was
a little slow
to load...

33
...but the
layout was
tidy and I
found my
boots
quickly.

34
Checkout process - quick & simple

35
Clear delivery
options, with
costs shown
rather than
hidden until
later.

36
For convenience, I chose to
collect from a store.

37
And here were
the stores
nearest to my
work.

38
I could then
choose how
soon I wanted
my order.

39
After filling out all my details
and clicking ‘Buy’...

40
...my order was placed and
my inbox was already
pinging.

41
Clear, simple
update.

42
I’ll get 2 more
emails:
one to let me
know my
order has
been
despatched;
anothe...

43
And so I wait for my next
email update...

44
...which comes through on
12/10/15

45

46
My order has
been despatched,
and now I just
have to hang tight
for the next em...

47
And the ‘ready to collect’
email follows on 13/10/15

48

49
Summary of
my order.

50
Info about
how to collect
my package.

51
Including a
handy map
showing
where the
store is
located.

52
All that’s left is to head on
down to Wallis to pick up
my package...

53

54
This was my
little
paperwork
pack...

55
Despatch note

56
Offer inserts

57
Returns labels

58
The process was mostly
flawless from start to finish...

59
Found boots
online -
07/10/15
Tried boots on
in store -
08/10/15
Ordered boots
...

60
The only problem I could
think of...

61
➔ Mobile site could use a little
tweaking.
Negatives

62
The positives, however...

63
➔ Clean, tidy online site for both
desktop and mobile.
Positives

64
desktop and mobile.
➔ Simple checkout proces...

65
desktop and mobile.

66
desktop and mobile.

67
The result?

68
In the age where omni-
channel eCommerce is
becoming popular...

69
...Dorothy Perkins excel at
providing a streamlined
customer experience.

Burdened by traditional warehousing systems, many eCommerce companies
battle with order fulfilment. They struggle to scale...

+44 1923 606 660
sales@peoplevox.co.uk 71

The Dorothy Perkins Customer Experience

Peoplevox Limited

The Dorothy Perkins Customer Experience