Laddawn.com : Placing an uncomplicated MOD order

From soup to nuts - from product identification/selection through checkout and order acknowledgment. With handoffs between distributor contacts and CE.

Assumptions

• All of the personas below have a Laddawn.com login and profile.
• It is a few months after launch of the new Laddawn.com. Frank, Sarah, Debbie, Dennis and Michael are now familiar with basic features of the site.
• Chuck has logged into the site before, but he prefers catalog, phone and fax over the web for looking up products and placing orders. He uses email, but he gets so much of it, sales people tend to print out their quotes and leave them on his desk (often with instructions on post-it notes).
• Acme and Atlantic prefer that their purchasing staff, not sales staff, place orders.
  
  

• Details of the MOD item & reconciliation between current quote acknowledgment and future shared/saved items
  Quote Nbr: 650688                                          

  Created: 01/24/13  Expires: 02/07/13                       

  Order now for shipment by 01/30/13 (Sterling) - not displayed in message shared with Dave's Fish

  Film Style   : Poly Bags, Standard                                                                                

  Material      : Standard                                                                                           

  Additives    : None                                                                                               

  Colors        : Yellow, Tint                                                                                        

  Dimensions: Layflat, 12.50"(W) x 23.00"(L) x 2.00 mils                                                         

  Construction:Sideweld                                                                                            

  Presentation : In Cases, 1250/CS, Standard Cartons                                                                

  Freight           : Laddawn pays freight to 01564                                                                       

  Quantity         : 30.00M, Standard Breaks                                                                            

  Labeling         : Part#: DF-1234, Label Comment: Clam Bags (at checkout stage)

  Shipment Pkg: Std Shipment Pkg (at checkout stage or preferences)

  Quoted       : 30 M @ $47.30/M - only marked up prices show in message shared with Dave's Fish

  Price breaks:

  Order 52.18M bags for $45.5109/M- only marked up prices show in message shared with Dave's Fish

  Order 78.27M bags for $44.5571/M- only marked up prices show in message shared with Dave's Fish

  Order 104.36M bags for $43.4556/M- only marked up prices show in message shared with Dave's Fish
  (NEW) Tags: Dave's Fish, Food, Clams
  

The MOD order

The only variations between scenarios are the distributorships (Acme v. Atlantic), the personas, handoffs and method of quoting and ordering (phone/CE v. web self-service). The end-user (Dave Gorton at Dave's Fish) and what he is ordering are the same from scenario to scenario. Dave wants a bag in a size and configuration that neither Acme nor Atlantic Packaging have quoted before: layflat polybags in cases; 12.50W x 23.00L x 2 mil; standard material, no additives, no printing, no venting, just color (yellow tinted). Dave has no preferences with regard to count per case. Both distributors prefer freight included in the price. There are no special requests, problems or circumstances with the item being quoted, where it is going, and how it is being shipped.

Scenarios

Questions and comments:

Also see questions embedded in spreadsheet.

Q: Note, after writing the initial sharing steps out it occurs to me that asking whether you are sharing with customer or not feels more natural at the start of the process - both for end users, and for programming the intelligent contact selection on both To and CC lines. 

JM-Agreed, asking whether you are sharing this item with your customers will work better right up front. Thanks. I went ahead and made this change (in the scenario, not design spec) and could be misremembering but I think Ladd wanted it in that order for some reason (?)

Q: JP - (RE: 4a-Dennis answers "Yes" to "Sharing this cart with a customer?"  He enters a brief cover note (and mentions that if Dave orders today, it will ship 1/30) and marks up the price and price breaks. He clicks "send.) Where does it go for Dave's Fish? Are we going to store main contact for each drop ship customer? How will customers react when we start asking for email addresses for their customers? What

Q: At the point the salesperson shares with the purchasing agent, does the item automatically get added to the purchasing agent's saved items list? If it does, can PA add his/her own tags? If PA adds own tags, do those tags become part of sales person's record or not?  An alternative means of getting this item into PA's saved items list might for him/her to "opt-in"; i.e. for a "Save" link/button to be in the email and online copy of the shared item message. 

JM - I do not think it goes directly to Sarah's saved items.  Let her Save it for herself if she would like to.

I am not sure, but having users "opt in" may limit our options for CE to easily find stuff later for people like Chuck who rely on CE to perform next steps. SP, 2/5. We're giving them good filtering tools, so automatically saving might not be such a bad thing? (SP, 2/5)

Q: Also - RE optional Part # - might Dennis want this included in the Shared Item message? For items that are shared before they are saved, this creates double data entry for Dennis. So should the Shared Item design include a dedicated field for Dennis to enter this (other than modifying the subject line or putting it in the cover note). Likewise, if you reverse the steps - Dennis saves item first, then shares it, do we need the shared item message to suck optional item number in to this field?

JM - I think the Save should happen before the Share and the Customer Part Number added to the Shared content. I have made this change in the scenarios (SP, 2/5)

Note: Some of the back-and-forth manual notifications in scenario 1 can also take place via the narrative thread (for example: Dennis posts a response under the shared item like "Sarah, Dave called, you can place this order now" -but this will require a level of confidence that your intended recipient is logged into Laddawn and will notice the message or instruction in a timely manner, or that he/she hasn't turned off email notifications of such posts. Perhaps this is addressed via the instant messaging/"presence online" functionality suggested by the narrative thread task force?

JM, comments RE Michael (CE persona):

• Michael is a superuser for any organization that he logs in on befalf of.
• He should be able to Search by Mod Item Number. (Search what?)
• Once Michael identifies the saved item, it should bring him to results and then he can add it to the cart and checkout (or whatever function we are going to use to "convert the quote")

Jeff and John D: Is "the Experience" something we do not want CE to be able to see?

hopefully the final test edit.