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⏮️ 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:

  • 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.

  • 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.

❔ Expected Outcome

What are the goals the opportunity is going to address

📈 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

We need to make this section empty constantly.

  • Which fields must be exported to .csv?

    • Are the fields different depending on the problem that we want to solve? (example: customer support during calls vs. fraud check routines)

(blue star) 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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