Introducing Greg, your dedicated tech butler
for a refurbished platform reversing our tech impact
Client
Back Market
TIMELINE
2 Days
Tools
Claude, ChatGPT, Google Trends
Role
Solo Product Designer
The Brief
Back Market 's challenge is a new after sales care and seller experience focused on three jobs to be done: (1) promoting the longevity of device usage, (2) providing proactive support at any product stage, and (3) delivering an enjoyable and useful care experience for every Back Maker.
This project was a 1-2 day design challenge, from desk research and social listening to user journey mapping, concept ideation, and AI-assisted rapid prototyping.
The After Sales Gap
Data confirmed that while 88% of consumers bought refurbished again, only 56% felt confident due to a clear returns policy, revealing a trust gap in after sales care that Back Market had yet to close.
Design Process
Due to time constraints, research was secondary, drawing from social listening, demand analysis, and desk research. An empathy map and customer journey map were then built to synthesise findings into a clear user perspective. Both tools surfaced the same insight: users were willing to buy refurbished, but lost confidence the moment something went wrong. The support gap, not the product, was eroding trust.
Missing after care standards
[Phone Support] No direct phone support line for customers
[Community Forum] No peer forum or shared support space
[AI Character] No named AI care assistant on the platform
[Warranty Portal] Warranty owned by sellers, not Back Market
Design Decisions
Four decisions defined what a proactive care experience looks like for saboteurs:
[Greg the Tech Butler] A customer care platform built to automate care support, from device checks to warranty claims and add-on services.
[Proactive Device Monitoring] API integrations track device health in real time and trigger proactive outreach before issues escalate.
[Guided Video Walkthrough] Before a support ticket is raised, Greg offers a step-by-step video walkthrough so users can resolve simple issues themselves, reducing friction and wait time.
[Omnichannel Updates] Users choose email or SMS. Greg provides real-time tracking and a clear expected timeline for every care interaction.
Research and strategic work I developed for the Back Market challenge, spanning user desk research, empathy mapping, customer journey mapping, and UX strategy, brought to life through AI-assisted rapid prototyping.
Project Outcome
Greg was designed to make a dramatic shift in how Back Market handles after sales care, moving from reactive support to proactive, humanised interactions that build trust long after purchase. Success would be tracked through AI chatbot interaction rate, self-resolution rate, customer satisfaction, and repeat purchase conversions.
This concept was developed as part of a Back Market design challenge, completed in 1-2 days.