In 2021, the global e-commerce market was worth an estimated US$ 13 trillion. In the coming years, the market is projected to grow at a CAGR of 27.4 percent from 2022 to 2027, reaching US$ 55.6 trillion.
Rapid urbanization and the adoption of digital infrastructure globally are the main reasons fueling the market's expansion while keeping in mind the COVID-19 concerns. Additionally, rising internet usage and the usage of gadgets like smartphones, laptops, and tablets to access e-commerce portals are boosting industry expansion. Through e-commerce, companies may conduct transactions without having a physical presence, which lowers their infrastructure, communication, and overhead costs.
Through this project, the effort is to explore the Conversational commerce paradigm at Walmart Global Tech. This project aims to leverage a conversational strategy to connect with the user & deliver a seamless post-purchase experience.
The design team at Walmart Mexico intended to dive deeper into the pre-existing conversation channels for customer support and envisioned an extended solution in the post-purchase journey. The whole project is based on creating a framework of a conversational assistant that could be leveraged to enhance the post-purchase Customer Experience (CX).
Conversation Design, Customer Experience (CX), E-commerce, Interaction Design, Walmart global tech India