Self-Diagnosis is a fully responsive microsite embedded in BestBuy.com to help customers self-assess issues with their devices. The system uses two facets of artificial intelligence: machine learning and automated handling, leveraging existing data from Geek Squad's twenty-five years of call transcripts and troubleshooting models.
Test users quickly identified the purpose of the application; to save time, reduce call volume and encourage self-service. Most participants were not initially aware that Best Buy did computer repair.
The reactions among test users was largely positive. The length of the interaction was considered appropriate and easy to complete, although some participants found the outcomes predictable and "surface level” and expected more in the way of pricing and timing options. However, the majority found it helpful and a definite improvement.
About 80% of users who tested it said they would use the feature in real-life—a win win for Best Buy and the customer experience.
The Best Buy Partner Portal is a web-based application that allows partners (like distributors, resellers service providers and other strategic partners) access to product registration, marketing resources, pricing and sales tools.
While we found Sears and Best Buy very closely rated in ease of use, and Best Buy had a slight edge in user confidence within the scheduling component. Both Sears and Best Buy services were very difficult to find, whereas no test subjects were able to find Amazon's services component.
As expected, the HelloTech experience was superior, given their only task for users was to estimate and schedule. We also found hesitation across all platforms when it came to taxonomy, as well frustration when there was a need to create an account to get an estimate or schedule a repair.