At the beginning of 2013 company had a very blurry vision of online interaction with users. They understood that the current workflow isn't perfect but they didn't know how to deal with it.
My task was to analyze the current state of the order process. Understand where are friction points for users and find a way to solve these issues. At this point, I have a few conversations with:
- Head of Internet projects
- Head of Business analytics
- Head of Call-centre
- Head of Internal transportation service
- Head of External transportation service