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1. Further Knowledge Refinement
Following the previous week's interview with Diogo, where a set of more complex rules was settled, this week we had the chance to interview both Diogo and Tiago, although, this time around, different topics were covered in both interviews.
On the one hand, with Diogo, the team got the opportunity to review and refine the set of rules and values discussed in the previous weeks, as well as discuss a few possible action plans for different dissatisfaction reasons, but not all the of them, as they are very diverse and depend on what each company is willing to offer their customers.
As such, the team and Diogo settled on a few examples that adequately showcase the potential of the system and the opportunity for further action plans to be defined in the future.
A few of these examples include:
Dissatisfaction Cause(s) | Analysed Metric | Action Plan |
Expensive shipping costs | Continuity Rate - from Delivery to Payment | Offer a free shipping voucher in the next purchase |
Low checkout conversion rate | Checkout conversion rate | Send a communication (e.g. e-mail) informing that there are a few missing steps |
On the other hand, the team had the first interview with Tiago in a while, where the analysis of the satisfaction surveys was discussed, having settled that the following questions would be the most interesting ones to be analysed by the expert system, as they are directed to each platform usage phase, providing the expert system with direct client feedback on each of them and more indicators to come up with a personalised action plan:
How easily did you find your products? (from 1 to 10)
How was your checkout experience? (from 1 to 10)
How satisfied are you with the delivery? (from 1 to 10)
Would you recommend our services to a friend? (from 1 to 10)?
Tiago suggested that the questions would take a score from 1 to 10, contrary to the 1 to 5 discussed initially, as this grants the opportunity to apply the Net Promoter Score (NPS) concepts to the customer satisfaction analysis, identifying the detractors, passive and promoters among the company's clients.
Following this week's interviews, most of the knowledge base was settled, with only the company action plans to be settled and further refinement of the rules and respective values left to be done. By the end of next week, the team will have a mostly finished implementation of the expert system, allowing the experts to review it and give some final suggestions before its delivery.
2. Implementation Progress
Having attained a great progress in the Prolog expert system last week, this week it was time to continue with the Drools implementation, which closely follows the Prolog implementation, all the way to the REST API (developed in Spring), so that the front-end can communicate with any of the expert systems by just changing the URL.
Furthermore, the team will move forward the implementation of the remaining web application modules, including the Data Management module and the Single Page Application.
By the end of the week, the team believes that the progress on these fronts was very positive, having completely finished the Data Management module and being close to finishing the other ones. Here's a small glimpse of the Single Page Application, which will be finished next week.
3. Week Retrospective
In retrospective, the past week went well, with the team making up ground for the lack of progress in the previous week, both on the interview and implementation side, which perfectly sets the team up for a successful seventh, and final, week, where a final effort will be made to finish this challenge once and for all, with a degree of quality that will give the team the confidence to showcase the solution in both the technical demonstration and Demo Day in the following week.
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