⏮️ Context
What is the context and status quo of the opportunity
In the Admin tool, it’s possible to check the loyalty points received and used for a given transaction:
Points earned: the customer received these loyalty points due to this transaction.
Points used: the customer used these loyalty points to purchase items in this transaction.
Total: sums up points earned and used for this specific transaction.
It’s also possible to see the total balance of loyalty points for this given customer, in the same view, but on another section. This is the total balance after transactions completion:
Given these two available data points - total final loyalty points balance and total for the transaction - the customer support agent can calculate the total initial loyalty points balance.
Example:
Total initial loyalty points balance = 99862 - 659 = 99203.
Nevertheless, this requires calculations and it only computes the balance before this transaction; to get the same for the previous transactions, additional calculations are necessary.
🎯 Problem Statement
Summary on the opportunity main findings and what is going to be addressed
The customer support agent must solve all queries very fast, as the customer sometimes is waiting on line. Thus, it’s important to get access to the whole information in the same view, to be able to just inform the customer. Analysis and calculations can affect this efficiency and may lead to errors / misinformation. Thus, this type of calculations should be avoided.
In addition, in Iberia, most of the customer support contacts are related with loyalty points information. Sometimes customers complain that their balance is not correct and they want to know what influenced it.
However, as we saw before, this leads customer support agents to do some calculations to be able to solve these queries. As this type of calculations must be avoided, it’s important to show as much information as possible on admin tool to help the customer support agent in this process.
❔ Expected Outcome
What are the goals the opportunity is going to address
To show two additional values directly associated to each transaction:
Total initial loyalty points balance
Total final loyalty points balance
📈 Success Metrics
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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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