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https://fergusonprod.atlassian.net/browse/EROC-1310

Overview

Requested by Lauren Graybiel, Retention Team, 09/08/20

Description

“I need a designer for EROC-1310. Retention Team is looking to download Order History to a CSV file. And would need to know how this would look to our customer. Where the download button would be.”

What is the problem?

Order history is too difficult to use effectively because there is no single view of all of the data. (13 months worth = assumption)

  • want to see more than 12 months data for any job (example: large projects may take several years)

  • need to reconcile billing

  • see what they ordered before

How did you become aware of the problem?

Previous feedback from interviews, field associates, Usabilla, and Medallia.

Who is affected (customer, associate)?

Customer. (Possibly associates if customers are asking about this data)

What is the value to the business and/or customers?

Increase SSE value, decrease contacts with associates.

Do you have OKRs for this product/project?

Objective: Download ability added to Order History for viewing historical data beyond 12months.

  • KR1: Increase Self-Service of customers accessing order information via order history

  • KR2: Decrease calls to associates to find out information on orders from X to Y

Ideal outcome

Customers can download their order history in their selected date range in a usable format.

Known constraints

In Q1 roadmap. No discovery done. Product team considers this worthwhile feature development. End of Sept. have research done, Prototype in testing by Mid October, results to LG by end of Oct. Product to start building Nov. 1.

People

UX

  • Laurie Allen

  • James Corcoran

  • Aimeelyn Dineros

  • Matt Evert

Product Team

  • Lauren Graybiel

Stakeholders

Work

Client Brief

Research

Discovery

  1. Do we have customer feedback on this? Not recent, but some feedback that customer would like to see their history in one spot; on the site, they have to scroll and paginate through the data; would prefer to filter and sort in their own tool.

  2. Are competitors offering this? No research yet.

  3. Who is the target customer? (KOB, role, company size, … how is this customer different from other customers?)Based on customer feedback, mostly for the three site roles that look at Order History; purchasers & accountants.

  4. How will the customer use the exported data? Why will this feature be helpful? Account reconciliation, to find past purchases, to verify that product is assigned to correct job/PO. (LA asks - potential for budget forecasting or job estimating?)

  5. Why .csv format - are there other formats that might be more useful? Assumption because it’s a common file format. If it has value, will consider other formats.

  6. How often will the customer export their order history? No research yet.

  7. LA - consider having JC/AD look at the customer feedback; select names to do test of prototype. Also choose some typical users who have not requested data download and see if it has value for them and they know how to do the process.

  8. Product Goal: have the feature in place by Nov. 1. Analytics research done by Sept. 30; 1st week October - prototype testing; 2nd week Oct: results to Product. Product build last 2 weeks of Oct.

  9. Pre Feb. 2020 - Usabilla. Post Feb. 2020 - Medallia. Consult Nina Elder for info from Product customer interviews.

  10. Are we currently showing all backend fields of data in OH now?

  11. Do they want to select certain fields to download? Product Owner hypothesis: Job #, PO#, Price, Order number. UXR question - how much product info is pertinent?

  12. Do they need to export/download? Or if we improved the interface would that be enough? Would sharing features be needed?

  13. Performance issues on the site (lag time with OH data loading/refreshing) is a factor influencing their desire to download the data.

  14. Analytics - size of company, amount of data - who needs this the most? (Which/how many customers have jobs taking 12+ months)

For full details, please see The Study Plan in Google Docs.

Analysis

Stakeholder Decision

Design

Conceptualize

Testing

Production

Evaluation

Research Timeline

Resources