(placeholder for Epic)
Overview
Requested by Kim Vogt, IT on May 11, 2020
Description
History
Stakeholder meeting (CA, Richard, Fulvio) a competitor had this feature and wanted to see if they could do it on the app and decided against it.
Ferguson.com’s Fire and Fab enabled customers to copy/paste phone number manually.
Lamps Plus also does this. Examples:
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Done LOE w/ Goshen and Services
Kim has spoken to Met at Goshen NY and was told it’s pretty simple to detect whether a branch supports the feature
Just FDC update - mobile devices only
Search results page, and branch location page
What is the problem?
Customers want to be able to text/SMS their branch for assistance, and/or communicate with their sales associates.
How did you become aware of the problem?
Group of stakeholders became aware of the opportunity via the feature implemented by competitors.
Who is affected (customer, associate)?
Customers who wish to be able to text their branch.
What is the value to the business and/or customers?
Ideal outcome
“Call” or “Text” would appear for each branch that supports calling and/or texting.
Known constraints
People
UX
Matt Evert, Project Coordinator
Dan Flynn, Designer
Product Team
Kim Vogt
Jennifer Osborne
Stakeholders
Work
Research | |
Discovery | ??? |
Analysis | ??? |
Design | |
Solutioning | Figma Link - https://www.figma.com/file/o3IUy119TPVupqnuesddjj/Untitled?node-id=0%3A1 |
Prototyping | None needed at this time |
Testing | |
Milestones/Highlights
| Tip |
|---|
06/25/20 – Presented comps to Kim and stakeholders in Text-2-Counter Kick-Off Meeting. Meeting went very well |
| Note |
|---|
07/01/20 – Tyler recommended changes to the native call modals, which can’t be changed. In the Teams Text-2-Counter chat, Tyler asked if we can remove “Add to Existing Contact” and Create New Contact” for no apparent reason. Suggested that we make the native iOS and Android phone number modals as web instead of native in order to remove those options. |
07/02/20 – In the “Text-2-Counter "Native" talk” Teams chat, created detailed description of how to implement the native prompts in the HTML. Created the webflow example and laid out in detail the recommendations.
| Note |
|---|
07/02/20 – Tyler said that’s the same idea they plan to implement, even though they told Kim there were issues in implementing it and that they would have to create a web modal to fake the native prompt. Tyler started talking about 3D touch being the issue now, which was not brought up before. Set up a meeting with Kim and Jennifer to discuss this project. |
07/08/20 – Had meeting with Kim Vogt, Tyler Feng, and Miranda Feng. Discussed proposed issue with 3D touch and discovered they were now concerned with the 3D or long touch native prompt for iOS and Android as call only phone numbers had an option to send an SMS. We ended the meeting with an understanding that continuing with the native solutions were the best option. Kim said she would talk with Michelle Hicks (and possibly Malcom) to discuss any issues with the solution.
07/08/20 – Kim and Michelle had come up with the suggestion to inform the user whether text is supported or not. Their solution was to give a custom message like "<branch phone number> does not currently support text to counter." to anyone who sends an SMS to a branch number that doesn’t support SMS.
| Note |
|---|
07/09/20 – Tyler suggested adding a “Text not supported” message to every phone number that didn’t support the SMS option. |
| Tip |
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07/09/20 – After reaching out to Kim and asking about Tyler’s proposed solution, she later messaged the “Text-2-Counter” Teams chat and said that we will go without the messaging and use the native functionality as suggested by the DXT team. |
Deliverables
Figma comp
| Iframe | ||||||
|---|---|---|---|---|---|---|
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Webflow Example
https://ferguson-native-call-text-demo.webflow.io/
Resources
Example site, lampsplus.com, provided by Kim during the call.
Lamps Plus example
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.png?version=1&modificationDate=1590171839340&cacheVersion=1&api=v2&width=204)
Ferguson.com Mobile example
