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Challenger Gift Redemption Form
A digital form I designed and built to replace hand-written forms, streamlining data collection, improving accuracy, and reducing processing time.
The Goal
Challenger sought to enhance the efficiency of the gift redemption process at the Bugis flagship store. The original process, which relied on paper forms, was time-consuming and prone to errors. To address this, a digital form was developed using Google Sheets and Google Apps Script.
User Sentiment
“…the paper forms are stacking up, making them hard to store and retrieve. Using such an outdated process also hurts the company’s image.”
Mr Ben Lim
Head of Customer Service
Challenger Technologies Limited
Research Process
I held a two hour meeting with Mr Ben Lim, the Head of Customer Service, and Mr Eric Khoo, Senior Manager of Customer Experience. From them, I understood the workflow and concerns in regards to the collection and updating of not just customer information, but stock accountability as well. The biggest pain points we identified were:
Hand-written forms are wasteful, and prone to errors and illegible handwriting.
Junior staff members needed full access to the raw data to verify and process gift collections, which causes confidentiality issues. Additionally, there have been instances where data was accidentally deleted.
Staff members are required to go through the forms and tally stock, which is a very tedious process.
Solution
I designed and implemented a digital form leveraging Google Sheets and Google Apps Script. The user flow of the gift redemption process is as follows:
Usability Testing
We had the staff members simulate a gift collection process with dummy data and found the following issues:
Searching for entries at the end of the database took nearly 30 seconds.
Some of them reported seeing the “Redemption Successful” message, but upon checking Google Sheets, the entry was found not to have any updated data.
The staff found it very restrictive that they have to follow the code exactly as it is when typing, with no room for error.
Improvements
After a series of brainstorming sessions, the following remedies were implemented:
Originally, the form’s search would run through every item and, if unsuccessful, return different error statuses – “redeemed”, “expired”, and “invalid”. I amended the code to only return “invalid”, and only run the script through entries with empty serial number values (indicating they have not been redeemed). This cut the search time from 30 seconds to about 10 seconds.
Upon a successful submission, Challenger’s Customer Service email will receive an email address with the redemption details. Staff processing the redemption form can watch for the notification of the email to know it is successful.
By using var enteredCode = obj.trim().toUpperCase();, the system automatically removes any leading or trailing spaces and converts the input to uppercase. This adjustment ensures that staff no longer have to worry about capitalization or extra spaces, reducing the likelihood of errors and improving the overall user experience.
Screenshots
Impact & Reflections
The digital form significantly improved the gift redemption process at Challenger’s Bugis store:
Reduced processing time, allowing staff to handle more clients.
Minimized errors with automated data entry.
Adaptable for other partners that may wish to engage Challenger for gift redemption services.
Provided a smoother redemption process.
This successful implementation opens possibilities for extending the solution to other partners. Challenger Technologies Limited can continue to digitise and optimise other processes, reinforcing its commitment to innovation. Feel free to contact me for a live demo of the form, which is now in use at Challenger Bugis Junction.
