This critique is written on the base of SERVICE DESIGN written by Andy Polaine, Lavrans Lovies, and Ben Reason.
Introduction:
While global shopping has been more and more convenient these days, most Japanese stores do not provide international shipping. That is, customers who want to shop from Japan have to rely on external international forwarding service.
There are many companies provide this kind of services, and they are two services I’ve had experiences. For the definition, Leyifan.com and tenso.com provide users with access of “receiving the products they buy online in Japan and forward them to the country they are living in.”
Both of the services had a well-designed illustrative introduction of the process of the service. They are:
Step 1: Sign up and get an address for receiving packages
At this step, the user would actually get very detail addressing information in this form. They also provide the form which major online shopping website applied to make sure the users could do it right.
Leyifan.com ‘s address boxes
Step 2: Shop at a Japanese online shop
Step 3: Ship the packages overseas
In comparison to Leyifan.com, tenso.com provides more information which build trust on their website. For example, tenso.com provides customer(user) stories to illustrate one of their core value: Pursuit of customer satisfaction.
And describes the process of the internal interaction (things interact with service but the customers ) of the service in the form of dialog and creates transparency.
Both of the websites let user knows that there is a user guide, but tenso.com looks more formal then Leyifan.com because it provides a very detail page. The language is clear and formal.
tenso
Leyifan