Flipkart Trust+ — Turning Post-Purchase Anxiety into Confidence for High-Value Orders
- Objective: Reduce post-purchase anxiety for high-value orders on Flipkart.
- Problem: Users feel uncertain about delivery, returns, and authenticity, leading to reduced trust and repeat purchases.
- Target Users: Urban professionals (25–45 yrs) who frequently purchase high-ticket items online.
- Proposed Solution: Launch Flipkart Trust+ with features like:
- Real-time delivery tracking with agent info
- Product authenticity proof before dispatch
- 1-click live video support
- Predictive delay alerts and proactive updates
- User Research: 48-user survey revealed 72% rated their anxiety ≥4/5 for high-value orders.
- Outcome Goals: Improve NPS, increase repeat purchases, and reduce support load.
- Success Metrics: NPS ↑, Repeat Order Rate ↑, Ticket Resolution Time ↓.
- Business Impact: Higher trust → More conversions + stronger customer retention.
- Tech Note: Designed assuming infinite tech bandwidth for seamless execution.
27 Apr 2025
Keywords
Flipkart
Product management
Case study
