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Designing experiences that connect people, products, and possibility.

Judy Park | UX Product Design Director

As the Director of UX Product Design and Content Strategy at Samsung Electronics America, I led Digital Transformation strategies for Customer Care Ecosystem, consistently pushing boundaries and shaping the future of digital design to drive substantial business impact.

Digital Transformation Strategies for Customer Care Ecosystem.

Innovative strategies for enhancing every touchpoint, from pre-sales interactions to post-purchase support, to elevate the overall customer experience, drive efficiency, and foster lasting customer loyalty.

Driving Innovation and Growth

Post Purchase Journey

  • The post-purchase journey encompasses all interactions and touchpoints customers encounter after purchasing a Samsung product. This includes onboarding, registration, support, maintenance, and service.

  • The primary goal of the post-purchase journey is to ensure customer satisfaction, loyalty, and advocacy. Aiming to provide seamless and personalized experiences that empower customers to maximize the value of their Samsung products and services. This involves addressing customer needs promptly, resolving issues effectively, and exceeding expectations at every stage of the journey.

    • Samsung.com Support

    • Digital Repair Services

    • Chatbot Messaging Support

    • Contact Us & Get Support

    • SMS Messaging & CRM

    • YouTube Channel for Help Content

    • Call Center Agent Knowledge Base System

  • Focusing on the post-purchase journey within the customer care experience ecosystem allows Samsung to drive customer satisfaction, loyalty, and advocacy while delivering business benefits such as revenue growth, cost reduction, and brand differentiation.

Digital Repair Services

Service Journey

  • The digital transformation repair service initiative, an online request service journey, is a complex process of requesting and receiving repair, maintenance, and upgrade services for digital infrastructure. This initiative aims to enhance user experience, improve efficiency, and ensure seamless interaction between customers and service providers.

  • The primary goal of Samsung’s repair service experience is to ensure customer satisfaction through high-quality repairs, convenient accessibility, and a focus on trust and brand loyalty. By delivering reliable and efficient repair services, Samsung aims to retain customers, enhance its reputation, and differentiate itself from competitors.

    • Convenience, accessibility and personalized service

    • Serviced by Samsung Certified Professional technicians

    • Transparency, communication and cost-effectiveness

    • Certified technicians only use Samsung genuine parts

    • Extended 90-day repair warranty

  • The impact of the digital repair service enhancement has significantly improved operational efficiency and customer satisfaction.

    By leveraging digital services and technologies, we streamlined repair processes, reduce turnaround times, and improve service quality. Resulting in cost savings, increased customer loyalty, and a competitive edge in the market.

    Appointment scheduling optimization resulted in a 42% increase in completion rate within a three-month period post-launch. Overall enhancements resulted in a intuitive end-to-end journey, with user friction reduced by 50% and immediate customer interaction boosted by 60%.

110% increase in customer opt-in rate

Post Purchase Experience

Care SMS Messaging

  • During the registration process, customers have the option to opt-in for Care SMS before completing registration.Targeted SMS messaging aims to educate customers and anticipate their potential reasons for contacting Samsung. It includes the option for customers to text back “Help” to receive direct SMS agent support.

  • The objective is to mitigate buyer’s remorse, enhance retention, and decrease churn by facilitating customers’ product setup process. This initiative is driven by insights from the Post-Purchase survey, which identified areas where customers require assistance.

  • Customers receive personalized messages about their product, including tips on maximizing its use, warranty updates, service information, and builds customer relationships.

  • A 110% increase in customer SMS opt-in rate signifies not only effective communication with customers but also opportunities for further growth and optimization in SMS marketing efforts.

Design System

Driving Consistency and Scalability

  • Implement a comprehensive design system in AEM to ensure consistency and scalability across projects. Customer product and account page revamp led to a 100% increase in user engagement rate.

    • Search Engine Optimization

    • My Samsung Account Page

    • Help Content Articles, 50K-document content databases and APIs

    • Product Detail Page

    • Product Registration

    • Warranty Checker

    • SMS Messaging

    • Chatbot Redesign

    • Digital Repair Service

Let’s Connect.