We are a team of Master’s of Human-Computer Interaction students at Carnegie Mellon University, partnering with Consumer Reports Innovation Lab to reimagine the future of the marketplace in which consumers co-create value with businesses.
Today's complex and opaque marketplace makes it difficult for consumers to understand and advocate for their rights. We were challenged to design a “smart agent” to mediate interactions between consumers and businesses, ensuring companies deliver on their promises in areas like warranties, privacy policies, and terms of use.
With customer journey maps for sectors like digital services and electronics, we identified key post-purchase opportunities and pain points. Our analysis found that Consumer Reports excels pre-purchase with product reviews but has limited post-purchase presence. We see an opportunity to leverage CR's credibility to guide consumers post-purchase, ensuring informed decisions and support.
