A look at how I saw room for improvement In the online experience

There are a hundred things that can occupy a person throughout the day which is more than simply entering a number or sending an email. It becomes an interruption to the task at hand. It’s in these details that “the devil” resides. And it’s these needs that are usually left out when scoping a project.
For example:
A new User applies for a wholesale account on the website lets look at the interactions needed step by step:

> Customer visits site
> Fills out from
> Receives a thank you page
> Is now “on hold” until the application is approved.
> Website form saves data to website database
> Send the notification via email to predetermined recipients
> Approver “Person A” receives an email which shows

Scenario 1.

> Person ‘A’ waits till he’s done his phone call then logs in to the website. He Navigates to the Users section and finds the new applicant and approves the user.
> Person ‘A’ clicks the link to the Website
> Finds the user approval link to send another Email to the applicant with the User’s Login credentials and a link for them to log in to the site
> Customer places Order – Hooray!

Scenario 2

Person ‘A’ sees that the applicant is in Person ‘B’s territory so he closes the email to allow Person ‘B’ to approve it.
> Person ‘B’ Receives the email
> Clicks the link provided
> Finds the user approval link to send another Email to the applicant with the User’s Login credentials and a link for them to log in to the site
> Customer places Order – Hooray!

Scenario 1B

Person ‘A’ get a notification on his phone
> Clicks the banner chooses to Click the Yes button and returns to his call.

Scenario 2B

> Person ‘A’ doesn’t get the notification because it’s routed straight to look due to the territory. Person ‘A’ is serving a customer and doesn’t > look at his phone after 5 minutes of no response the message is resent to Person ‘A’ with the note that Person ‘A’ is currently too busy to > answer and that he can approve. Person ‘A’ clicks Yes and returns to his call.

Now let’s look at information flow. Current system:

  •  After a customer orders the information is logged to a database
  • PDF is generated and sent to Person ‘A’ > Person ‘A’ opens email reads the data
  • Person ‘A’ Opens invoicing software and copies information over to the new contact page including Name – Address and email. along with an itemized final quote including shipping costs
  • He then sends that to the customer and awaits payment.
  • Customer Pays Person ‘A’ sends the Picklist he created to Sbody and another to Cloud Chemist
  • The supplier’s pack the product then order pickup from the courier.
  • They send a copy of the tracking number to Person ‘A’ along with a picklist which has been checked of line by line to ensure no missed product.
  • Person ‘A’ Checks that the email is satisfactory and then forwards the pertinent info to the customer.

Ok how many steps or “Events” were involved there?|Event Logging, let’s count every event specifically

  1. Order Logged with Pdf Generated and sent to Person ‘A’ via email
  2. Person ‘A’ Opens Email
  3. Person ‘A’ reads Order
  4. Person ‘A’ creates Invoice
  5. Person ‘A’ sends to customer
  6. Customer receives invoice
  7. Customer pays invoice
  8. Customer send email to confirm payment
  9. Person ‘A’ gets payment notification
  10. Person ‘A’ thanks Customer
  11. Person ‘A’ creates Pick lists
  12. Person ‘A’ sends pick lists via email
  13. Supplier receives Email
  14. supplier copies info to shipping software
  15. Supplier picks product
  16. Supplier finalizes pick list and adds a tracking number
  17. Supplier Emails Person ‘A’
  18. Person ‘A’ confirms Email
  19. Person ‘A’ forwards email to the customer.
  20. Customer doesn’t see email
  21. Customer call Person ‘A’ asking for a tracking number
  22. Person ‘A’ Calls Person ‘B’ for information on the order
  23. Person ‘A’ opens laptop
  24. Person ‘A’ finds sent email and tracking number
  25. Person ‘A’ goes to courier website and tracks package
  26. Person ‘A’ calls customer to straighten it out
  27. Customer Receives Package
  28. Order must be closed
  29. Wash, Rinse, Repeat

So 29 Steps with a minimum of 6 places for potential mistakes, lost order data or accidental mis matching of Data.

Lets refine it!

1- After customer orders, the information is logged to a database and then a notification is sent to Person ‘A’ with the Customer info, Order size, and potential flat rate options are presented.
2 – Person ‘A’ clicks on an appropriate range of shipping costs
3 – Invoice is auto generated and sent to the customer
4 – Customer clicks the preferred shipping rate option to see the final amount.
5 – Customer pays the total and upon opening the original invoice email to reply sees a button to “Confirm Payment’ Customer clicks the button and sees a thank you messages.
6 – Pick lists are regenerated and sent to suppliers with a payment confirmation sent to Person ‘A’.
7 – Person ‘A’ closes the email and goes back to his call.
8 – Supplier receives a notification on the dashboard of a pending pick list.
9 – Click to confirm receipt of said list.
10 – Timer begins to ensure the product is picked before promised delivery time cut off is missed.
11 – Supplier finished picking the order and clicks to confirm all is well and generates a tracking number.
12 – The supplier fills out the pick list and adds the tracking number.
13 – The customer gets an email but misses it,
14 – Customer calls Person ‘A’.
15 – Person ‘A’ opens phone to the dashboard and sees order info and send the number to the customer.

Almost half as many steps and a lot less opening of apps and manual transfer of data. This eliminates more of the opportunity for error and requires less interruptions to every ones day.

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