Post Purchase Experience Of JBL

3 min readSep 24, 2022

📝Problem Statement

JBL has struggled with retaining its loyal customers like new-age audio companies. They want to solve these issues by

providing a seamless customer experience
retaining JBL’s loyal customers and increasing revenue
targeting to acquire new customers
and create a fanbase of JBL

🎯Goal

I conducted a brief analysis with the help of data available on the internet and tried to understand the basic user flow for post-purchase experience and how are competitors and other websites tackling the problem.

✍️Solution

I have tried to breakdown post service experience into parts and proposed solutions to make the experience seamless.

Here’s what I have proposed as a solution :

to create a better experience for the HelpCenter ,tried to execute the UI and experience to be personalised as per the user. I have tried to make the verbiage of the website friendly. I want them to build trust in the product. This kind of verbiage helps build trust in the product and helps retain customers, Create a fanbase for their brand
Tried to implement a loyalty reward solution to keep the user engaged and create a fanbase of users and also to retain their loyal customers
I have added branding content and ad banners on the screen to help users trust the brand and that will impact retaining their customers and and also add to their revenue.
Adding a better AI chatbot with a better experience for a better customer experience

🎭User emotions post-purchase Experience

Since there was a time constraint to this project I assumed myself as a user and tried to make the post-purchase experience seamless. Assuming myself as a user, I would like to have a great post-purchase experience as I believe during this process any user decides with the experience if they will revisit the website or never use the website again.

As a user after purchase and delivery of the product I go through certain emotions.If I order and the product is not working or damaged. I will start panicking and be frustrated, overwhelmed and will want help with the product.