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Importance | What do we want to measure? | Description | How are we measuring it? |
|---|---|---|---|
Primary metric | Number of errors produced while processing payment | We would like to decrease this number. Amplitude We expect to see a higher number of conversions. | Amplitude |
Primary Metric | Number of incidences in Customer Support related to Payments issues | We would like to decrease this number. | ?? |
❓ Open questions
About Card User cases:
Card Data Verification:
When the user adds a new card, how does the Card Data Verification work? I mean, the happy path shows the users that they get both card and purchase confirmation done pressing the “Place Secure Order Button”, but I guess we’re doing two processes in the back. What’s going on behind? Does this process take long?
Can the Card Data Verification be interrupted (Go back) with no risks of generating future errors in the purchase?
If a user tries to pay with a previously saved card but now it is not valid (has expired, is blocked by the bank, etc.), do we show a modal informing about the problem. After that, does the user must return to the Checkout to create a new Transaction ID or can they stay on the Order Payment Page (conserves the same Transaction ID)?
If a card payment was not successfully processed, does the user have to return to the Checkout to create a new Transaction ID instead of staying in the Order Payment to select another Payment method?
Paycomet Payment Verification Modal:
How does the Payment Verification modal layout work? Where does the user find the code they must enter to proceed?
Is any chance to adjust the Payment Verification modal layout?
About Online/Mobile Payments Apps:
In the PayPal, Waylet, Apple and Bizum user cases in which an i-Frame (App) or a new window is open (Desktop), if the user closes or cancels, where do they go? Do they must go to the Checkout page or can they stay on the Order Payment page?
If a PayPal, Waylet, Apple or Bizum payment was not successfully processed, does the user have to return to the Checkout to create a new Transaction ID instead of staying in the Order Payment to select another Payment method?
Is there any other platform to consider besides the Whitelabel-apps for this task?
Insights
1️⃣ Stakeholder Interviews
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