Solving the Checkout Experience
Overview
Like all e-commerce sites, we want to create a seamless checkout experience for customers. Unlike other e-commerce sites, we have more than one checkout experience based on the pharmaceuticals that are being ordered.
The Problem
We started work on the checkout epic with gathering requirements, making wireframes and high-fidelity screens and prototypes. The more subject matter experts we showed, the more questions arose and it became clear that we didn't understand the complexity of the ordering process.
My Hypothesis
To prevent further confusion and swirl, I suggested we pause and do more discovery work around the complex checkout process. I thought if we could understand the happy path checkout workflow, we could move forward with other checkout scenarios.
Execution
I drafted up the proposed checkout workflow and documented any outstanding holes and questions. Next, I led the greater team (product, BAs, research, tech and dev) in a collaborative discussion while editing and adjusting the flow based on feedback.
Results & Outcomes
This exercise was extremely beneficial for clearing up confusion for the whole team. We are now able to move forward with high-fidelity designs and prototypes without as much swirl and rework.
With the happy path determined, we are using it as a jumping off point for all other checkout scenarios.
