ECommerce
Competitors were intensely accelerating within the market of a $270 million largely untapped segment. The goal was to develop a self-serving portal for this targeted audience that'll increase our shares and sales.
KPIs for Digital Solutions
Increase Productivity
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Workflow productivity (e.g., security, performance, revenue attainment, customer satisfaction)
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Process Adoption (e.g., compliance, CRM)
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Application Adoption (e.g., Active Engagement)
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Support Deflection (e.g., ticket requests)
Improve Customer Experience
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Customer Satisfaction (e.g., survey responses and satisfaction level)
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Net Promoter Score (e.g., likelihood to recommend product)
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Customer Feedback
Improve Employees' Experience
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Employee Satisfaction (e.g., survey responses and satisfaction level)
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Net Promoter Score (e.g., likelihood to recommend workplace app)
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Employee Feedback
Optimize Software Tools
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Return on Investment (ROI) (e.g., onboarding and support)
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Total Cost of Ownership (TCO) (e.g., license utilization)
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Portfolio Size
Results| P0 Scope - Production Launch Gating Risks (Inform)
Methods, Tools, Participants, and Research Questions
