The product outcome related to the problem statement is increasing repeat customers

Actors Involved
Flipkart isn’t just another online store – Objective
it’s a giant marketplace where you can find
pretty much anything you can imagine. As a Product Manager of the post-
With over 80 million products across 80+ purchase experience team at
Flipkart, propose a solution to turn Customer Customer Logistics Product Seller/
categories, Flipkart boasts one of the
the post-purchase flow into a Support Partners Team Brands
widest selections in India
moment of delight and trust Actors & Constraints
Key Stats
Full screen
$35 2.5
48% ₹70,844
billion Million

Market Share Revenue FY24' Valuation Shipment per

(in crore), 26% day
increase

Competitive Landscape Business Model

Private Commission
labels from sellers

Competitive Analysis Detailed Business Model

 Why Solve This Problem Now?
Impact of solving this problem will be increase in CLTV by ₹1939.2 crore annually
Fast Growth: In FY 21', Indians spent
over $41 billion on e-tail shopping,
Target Segment Why Urban Working Professionals? and this is expected to increase to
Urban Working Professionals (Age 25–40) High Purchase Frequency + High over $129 billion by FY 26'.
Value Competitive Advantage:
Lives in Tier 1/Metro cities Competitors like Amazon have raised
Digitally Comfortable, But Easily
Shop online frequently, time-starved, the bar on post-purchase. Flipkart
Frustrated
and expects reliability risks becoming seen as a lower-trust
Low Tolerance for Ambiguity
Purchases high-value electronics, alternative, especially for higher-
Socially Influential
gadgets, or work-from-home setups ticket items.
Expects real-time updates, seamless
returns, and proactive support
Impact of solving this problem
Homemakers in Tier 2 Cities (Age 30–50) Flipkart users in the age 25-40 years Assumption: Complaint reduction by 2%
Often purchases large appliances or As 61% of e-commerce users fall into this will increase repeat purchases by 2%
furniture for family needs group. Flipkart MAU: 180 Million =20% X 20.20 million (purchases/month)
Less tech-savvy users may rely on =4.04 million X AOV (assuming 20000)
= 61% X 180 Million =8080 crore /month (GMV)
phone support over app features
= 109.8 Million users =4.04 million X 2% (repeat purchase)
More anxious about installation
delays or return complexities Young Urban Professionals =161.6 crore /month (additional GMV)
Small Business Owners / Freelancers As 40% of users are from metro and tier-1
cities, and 46% are working professionals. Extra purchases per year:
(Age 28–45) =8080 crore X 12
Purchases laptops, printers, devices = 46% X 109.8 Million =969600 crore
for professional use = 50.508 Million (working professionals) =969600 crore X AOV
Needs quick resolution due to work = 40% X 50.508 Million = 1939.2 crore (additional CLTV)
dependency on the item = 20.20 million users
Highly vocal about bad experiences Assuming 20% of them buy high-value item CLTV uplift = 1939.2 crore annually
(influences others)
 Survey Insight Survey Questions
Why is there anxiety and distrust among users? Survey Answers
Undestanding the “What”
Secondary Research
94.7% 78.9%
Source - Mouthshut
Users feel excited yet anxious after Users rely on Flipkart’s order
placing high-value orders, fearing tracking but still feel uncertain due
delays, damage, or return issues, to vague or delayed updates. They
creating a clear trust gap. want real-time, clear visibility.

42.1% 68.4%
Many users hesitate to trust Flipkart’s Users want features like live
post-delivery support due to past delivery maps, WhatsApp support,
negative experiences or inconsistency. and return hotlines.
Interview Insights 1:1 Interview

Uncovering the “WHY”

Lack of Visibility Creates Anxiety: Users feel powerless once the order is
placed. They don’t just want to track; they crave predictability, ownership,
and reassurance.
AI Communication Breaks Trust: Many users feel ignored and disconnected
Hypothesis when support is AI-driven or lacks proactive outreach.
Poor Coordination Wastes Time: Working professionals want more control
“Post-order, users feel a lack of control and proactive care, over timing, especially for large appliances or installations.
especially for expensive items, leading to anxiety and reduced Desire for Enhanced Features: Users suggested that Flipkart should have
trust.” features like real-time tracking, rescheduling as per time availability and
whatsapp notification for enhancing the trust.
 Users are facing issue with returns and customer support services Problem Framing Canva
What is the true problem?
User Persona
Flipkart customers deal with post purchase issues due to:
Name: Sanskar Shukla Age: 24 Why? Lack of real-time visibility into orders, returns, or repairs.
Occupation: Senior Executive City: Kolkata Why? No dedicated support for high-value orders, leading to slow
Goal: Wants a seamless, stress-free post-purchase and inconsistent resolutions.
experience, especially for expensive gadgets like Why? Absence of a single, transparent communication channel,
smartphones and laptops. causing trust gaps and frustration.
Pain Point: Worries about complicated return or
replacement processes if the product is defective. Who's Facing This Problem?
25-40 years old young urban professionals living in metro cities are
Name: Divyanshi Pandey Age: 25
especially affected by post-purchase issues on Flipkart.
Occupation: Service Account Manager City: Gurgaon
Goal: Needs reassurance that if something goes How do we know it is a real problem?
wrong with her high-value purchase (like premium Qualitative: Data shows many Flipkart customers are dissatisfied
fashion or appliances), it will be resolved quickly and with delayed returns, unclear product status, and slow resolutions.
professionally.
Pain Point: Finds it frustrating to deal with multiple Quantitative: Customer feedback reveals frustration over the lack of
customer support channels for a single issue. real-time tracking and dedicated support, leading to a loss of trust.

Job-to-be-done statement What is the value generated by solving this problem?

When I place an order on Flipkart and wait for it to arrive or manage For the target customers: For the business:
Increased customer retention
it, Less frustration with returns,
with more repeat purchases.
But I feel unsure about the status or how to handle issues, repairs, and refunds.
Higher conversion rates on
Please help me with a centralized, clear, and actionable way to track Faster, more reliable
high-value products due to
and manage everything post-purchase, customer support for a
improved post-purchase
So I feel confident, in control, and avoid unnecessary support calls. smoother experience.
experience.
 The top three solutions are “Flipkart Assured+” , “Flipkart Command Center” , and “Moment of Joy”

Flipkart Assure+ Flipkart Command Center Moments of joy

How it works: Injecting surprise boosts
How it works: Premium Support offers How it works: Post high-value order, users find
post-purchase joy: a "Thank You" video
priority help, guaranteed quick resolutions, the "Command Center" in My Orders: a central
after delivery, a coupon post-installation,
auto-escalations, free technician revisits, hub for live tracking, technician info, installation
or 3-month SuperCoins for new high-
and easy pickup and drop-off for repairs — scheduling, quick support, and escalations. Enjoy
value buyers. These delightful moments
all for a smoother post-purchase journey. real-time push updates ("Technician en route"),
can be triggered by milestones like
Value: The Premium Support Plan creates smart chat for immediate assistance, and SLA
delivery, unboxing, installation, or rating.
a feeling of premium care and VIP handling countdowns for both delivery and support.
Value: These unexpected moments of joy
for customers, reinforcing trust that Value: This "Command Center" alleviates
following an order cultivate a stronger
Flipkart will always stand behind the anxiety and unpredictability while saving users
emotional connection with Flipkart and
product. It ensures fast recovery from any time by minimizing the need for manual support.
subtly encourage customers to make
bad experiences, making the entire post- By providing complete control over their post-
repeat purchases in the future.
purchase journey reliable, reassuring, and purchase journey, it significantly boosts
truly customer-first. satisfaction and transforms the experience into a
truly delightful one.

Why Flipkart Command Center? Detailed Analysis

Total =
Solution Impact Confidence Value Risk Usability Risk Feasibility Risk Business Risk (Impact*Confidence)
(0-20) (0-20) (0-5) (0-5) (0-5) (0-5) Sum of all risks
Flipkart Assure+ 18 16 2 2 2 1 41.1

Flipkart Command Center 17 17 1 1 1 2

64.8

Moment of Joy 15 13 3 2 1 2 24.3

Wireframing Figma link

Auto command
center badge
will come Users can
view detailed
summary by
clicking here

users can
reschedule
delivery and
installation

Priority
resolution
within 3 hours users can track
real-time
location

The user adds the high-value item to New centralized page will be there Users can view the hub location and
their cart under command center option also can track real-time location
Wireframing Figma link

Users will
receive
milestones
notification Users view the
along with details of the
image of item technician

Users can
reschedule
from chats also
User can chat
as well as can
call the
technician

After clicking on Issues & escalation WhatsApp notification for every Dedicated page of installation, which
agent will respond within 3 hours milestone with attached image of item will contain details of technician
 North Star Metrics: Decrease in average customer resolution time and increase in first-contact resolution rate.
Guardrail Metric: No significant increase in escalation volume or drop in customer satisfaction after implementation.

Type Metric Goal

# of users who land on the Flipkart Command Center after Measure feature discoverability and
placing an order. visibility.
Awareness % of users who click on Command Center from the order Understand entry points and user curiosity.
history page.

% of users who interact with at least one feature in Command Track initial user engagement with the
Center interface.
Activation CTR on proactive tips or help nudges shown within the Measure the effectiveness of prompts and
Command Center. the UX layout.

# of repeat users within 7 days of first visit to the Command Understand ongoing adoption beyond one-
Center. time use.
Adoption Distribution of users engaging with multiple modules (e.g., Gauge comfort with using self-service tools.
refunds, return, delay help).

Average time spent on Command Center per session. Assess user confidence and success in
Engagement # of issues resolved via self-service without contacting resolving queries.
customer support. Measure the usefulness of the tools in place.

% of users who resolve their issue and return to the Command Gauge long-term usefulness.
Retention Center in the future. Indicate user trust in the feature for future
- % of users who rate their resolution experience positively. problem-solving.
The solution can still have a concerns for real-time syncing and a lack of engagement.

Pitfalls
System Design
1. Information Overload:
Problem: If too many notifications (status updates,
service reminders) are pushed, users might feel spammed
and ignore the Command Center.
Mitigation:
Prioritize and personalize notifications: Only show
meaningful status changes. Use user-controlled
notification settings (frequency, type).
2. Mismatch Between Updates and Reality:
Problem: If Command Center shows real-time status but
actual ground operations (like delivery or service teams)
are delayed or wrong, trust will erode.
Mitigation:
Backend Health First, Command Center Next: Display
estimated ranges with disclaimers to set expectations.
3. Technical Glitches/Delayed Data Sync:
Problem: Real-time syncing across warehousing,
logistics, and service partners could fail or lag, making
Command Center unreliable.
Mitigation:
No Surprises. No Ghost Updates: Build Command
Center on event-based architecture (Kafka or Pub/Sub)
with fallbacks for latency. Gracefully handle stale data by
indicating last update time clearly.