⏮️ Context
What is the context and status quo of the opportunity
Increase of customer complains and orders cancelled due to wrong delivery address errors.
🎯 Problem Statement
Summary on the opportunity main findings and what is going to be addressed
There are three hypothesis that might be causing the increase on delivery address errors:
Some street names in PT and ES have the same name, although they’re in different cities. The user selects the wrong city, by mistake and doesn’t realize it through the customer journey.
User selects one street in the first screen and then changes the street in the second screen. The actual address that is considered by the platform is the first one, thus the wrong address is being considered.
Example: if i choose the number 26, it automatically changes to a different city, although the customer didn’t update this information. This might happen because this number is only available in this city, but the change wasn’t properly communicated to do a double-check, for example.
The customer has a wrong saved address and using it affects all the following orders.
Tickets: TRX-2355
Possible solutions to be reviewed:
Sanitize our database to fix wrong address:
to do this we would need to review with the Iberia legal team if it’s possible to change/delete addresses shared by the customers, mainly due to GDPR rules.
it might be difficult to identify which are the wrong addresses: which rules would we define?
besides the saved addresses, we must look into the “recent addresses” feature as it usually saves the most recent addresses used by the customer and these ones can also be wrong.
this feature can require a lot of effort and we don’t know the expected outcome → this shouldn’t be the first analysis opportunity.
Improve our validation to avoid new situation in the future to generate wrong address in the database. This improvement should be implemented as part of platform stability strategy.
❔ Expected Outcome
What are the goals the opportunity is going to address
📈 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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