⏮️ Context
What is the context and status quo of the opportunity
Admin tool is used by the customer support team to assign ad-hoc offers to customers. Usually these offers are assigned during a call or incident resolution with the customer.
Current flow:
1- Enter offers section:
2- Select the button “Assign offers” and select the offer from a dropdown list:
It’s important to ensure that the customer team can:
select the correct offer to assign to the customer;
be able to find the offer quickly to answer to the customer on a timely manner.
🎯 Problem Statement
Summary on the opportunity main findings and what is going to be addressed
Nowadays, there are many loyalty offers available and it’s difficult for the customer support agent to quickly find the one that they are looking for.
Additionally, some of these offers have very similar names and it might be difficult to find out which is the correct one.
❔ Expected Outcome
What are the goals the opportunity is going to address
Be able to improve the UX offer assignment process.
Possible solution: search offers by key word.
📈 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
Insights
1️⃣ Stakeholder Interviews
[Document here the main insights from interview if applicable]
2️⃣ Analytics
[Document here the main insights from analytics if applicable]
3️⃣ User Research
[Document here the main insights from research if applicable]
4️⃣ Competitor Landscape
[Document here the main insights from what the competition is doing if applicable]
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