Direct-to-consumer ecommerce · United Kingdom and Ireland

Personal Purchase-Confidence Officer

standard research
01

Functional Job

What does the customer want to accomplish?
Functional job statementHigh confidence

Identify, among many similar options, the one that will actually fit the need, and get it delivered in time.

02

Responsibilities & Outcomes

Responsibilities
  • Filter a large option set quickly
  • Verify specification and fit
  • Confirm delivery date
  • Understand the return path before buying
Desired outcomes
  • Item works as expected on arrival
  • Arrives before the deadline
  • No return required
  • No hidden costs at checkout
03

Pain Points & Success Criteria

Pain points
  • Sizing that is inconsistent across brands
  • Photos that misrepresent colour and scale
  • Delivery dates that are estimates, not commitments
Success criteria
  • Used the item within a week
  • Did not need customer support
  • Would reorder without re-researching
04

How the Customer Grades the Employee

Functional performance
  • Did it fit or work?
  • Did it arrive when promised?
  • Was the total price what I expected?
  • Did I avoid a return?
05

Why Employees Get Promoted

Functional promotion factors
  • Fit was right first time
  • Delivery beat the estimate
  • Reorder took under a minute