Context

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: https://rbictg.atlassian.net/browse/IREQ-963

Problem Statement

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.

1. 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

The agreed short-tem solution is to have an csv file that can be exported for a specific customer.

• When the agent/user opens the admin tool, searches by a specific customer and then it’s possible to export a file with data related with that customer.

• The user can select the dates and export the file with the details for that data range / period.

• As the file may take a while to get ready (as it is retrieving the historical data, depending on the date range, it might take more time to get all data), the flow should take this into account:

  • the user will receive a message to let them be aware that the file is being created and that they’ll get notified when it’s ready;

  • when the file is ready for download, the user will receive a notification and they can download it.

• This file must include the following fields for a selected date range:

  • Customer details:

    • Customer name

    • Loyalty ID

    • Email

    • Telephone

    • Account creation date

  • Other 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

Open questions

Insights

Stakeholder Interviews

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Analytics

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User Research

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customers page:

Open

Orders Page:

Open

Competitor Landscape

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