⏮️ Context
What is the context and status quo of the opportunity
On the Admin tool main page, it’s possible to view all customers' orders as per the “order history” information.
Nevertheless, it’s possible to view only one or two orders at a time. To get the information about the previous orders, the agent needs to scroll down continuously to get more data. This might be time consuming.
In the future, the team would like to improve the main page’s design in order to show more orders at the same time. As it requires additional developments, in the short-term, the team suggests an alternative option that might solve the problem.
Request link: IREQ-963 - Getting issue details... STATUS
🎯 Problem Statement
Summary of the opportunity's’s main findings and what is going to be addressed
There are two different problems:
1- The customer support management team performs fraud check routines that require full order history visibility.
Example: They must see all the completed orders in a single day, to check if there are customers with suspicious transactions. They also need to see the loyalty points attribution and usage.
Currently, the team uses a csv file to get this information and they would like to have a similar file.
Example here:
2- The customer support agent needs to view many orders for the same customer at the same time.
Example: During the call, it might be time consuming to scroll down to get more information about the past orders. This can lead to a bad customer experience due to long calls / high waiting time.
Although this is a very relevant issue, this won’t be the focal problem for this short-term solution. If the solution to problem 1 (fraud check) helps customer support team, it will be a plus.
❔ Expected Outcome
What are the goals the opportunity is going to address
The agreed short-tem solution is to have an csv file that can be exported for a specific user.
When the agent opens the admin tool, searches by a specific user and then it’s possible to export a file for that user.
This file must include the following fields for a selected date range:
Customer details:
Customer name
Loyalty ID
Email
Telephone
Account creation date
Oder details:
Transaction ID
POS Transaction ID
Subtotal amount
Type of loyalty points
Received loyalty points
Used loyalty points
Transaction status (Completed, cancelled, etc)
Restaurant name / BK code
Channel
Date and hour
📈 Success Metrics
List here which are the metrics to look at to define success for the solution implemented. Use those KPIs to define the current status
❓ Open questions
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Insights
1️⃣ Stakeholder Interviews
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2️⃣ Analytics
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3️⃣ User Research
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4️⃣ Competitor Landscape
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