Scope & responsibility
My role at this stage is to help shape the digital direction and ask the questions that should inform a useful build.
The customer’s journey
Discovery, product questions, buying decisions and fulfilment expectations.
The operator’s work
Availability, order handling, communication and the tasks a digital system should simplify.
Start with the operation
- How do customers discover an item, ask a question and decide to buy?
- What needs to be clear about availability, fulfilment and payment?
- Which tasks should a digital system simplify for the person running the business?
Current development focus
The current output is a clearer understanding of the business: how people buy, what the operator needs and which digital capabilities should come first.