1. -PMI Assignment-
 Do I shop online from Flipkart, Snapdeal, Myntra, Yebhi, Amazon etc?
Yes, I do.
 What two features these e-commerce sites should add on their website
and/or mobile app?
1. Typo Sensitive Search (TSS)
2. Product Satisfaction Meter (PSM)
Typo-Sensitive Search (TSS)
We all are aware about 'faceted search' which brings more detail to the
process, which in turn makes it easier for customers to identify the products
they want.
However, a little error in the search box could lead to malicious and unwanted
results.
Benefit: TSS makes sure the search parser is forgiving of typos and selects
the closest, most likely match rather than returning zero results.

2. An example of Google TSS is given above
Product Satisfaction Meter (PSM)
A Product Satisfaction Meter displays the average satisfaction level of a
particular product right on the Search Page.
PSM can optimize the search results according to the needs of the customer
hence creating a level of customer satisfaction.
Benefit: It is seen as a key performance indicator within business and is often
part of a Balanced Scorecard. In a competitive marketplace where businesses
compete for customers, customer satisfaction is seen as a key differentiator
and increasingly has become a key element of business strategy.

3.  Please write a short brief for the technical team to incorporate these two
features into the site.
Briefing is a powerful method of enabling communications up and down the
management structure of any
The following steps are undertaken in order to brief the technical team:
 Beginning of the brief in announced.
 I, the briefer would go t
Core Brief will contain items which may be of operational or strategic importance to the
administration as a whole. Local brief contains local information which is relevant to my technical
team.
 Questions arising out of the brief
 Any significant anticipated question
referred to.
Please write a short brief for the technical team to incorporate these two
Briefing is a powerful method of enabling communications up and down the
management structure of any organization with a number of management levels.
The following steps are undertaken in order to brief the technical team:
brief in announced.
through the items on the brief (both Core and local
will contain items which may be of operational or strategic importance to the
administration as a whole. Local brief contains local information which is relevant to my technical
Questions arising out of the brief would be answered systematically.
ny significant anticipated question(s) that have not been asked
Please write a short brief for the technical team to incorporate these two
Briefing is a powerful method of enabling communications up and down the
organization with a number of management levels.
The following steps are undertaken in order to brief the technical team:-
both Core and local).
will contain items which may be of operational or strategic importance to the
administration as a whole. Local brief contains local information which is relevant to my technical
systematically.
that have not been asked would be

4. A three point team briefing agenda in mentioned below:-
A detailed Team Brief addressing the 'Technical team' for incorporating the
above mentioned features into the site is disclosed below:-

5.  What would be the implications for UI/UX, customer service, payments
etc?
I have taken into account the implications on the following:-
 UI/UX
 Customer Service/Support
 Payments Gateway
 Security
 Shipping
UI/UX: These above stated functions have implications in the design of the
UI/UX, but they show a deeper understanding and goal to make sure that the
experience of the user comes first, and the designs follow that.
Too often people get stuck in a mentality of "well this is the design we have, it
would be too hard to change that to make the experience better", which shows
that the problem wasn't fully hashed out.
Note, UI and UX are two separate identities. UX is an architecture that intelligently user an
interactive experience via features and functionality whereas, UI is the graphical user interface of a
product/service.
Customer Service: It has been said that a satisfied customer will tell one
person, a dissatisfied customer will tell 10 people. Enough said. It's harder to
get a new customer than to keep an old one. Hence, Customer
Service/Support needs to be kept in check.
Modern day techniques to enhance the way customer service is handled:-
 24x7 Helpline Number: To make sure needs of the customer are addressed
at any hour of the day.
 Chat Support: The more customers your website has, the more likely that
some of them are to become confused, no matter how good the product is.
Setting up a live-chat tool that users can engage with if they run into
trouble.
You can also configure it to ask if the customer needs help if they are idle
on the page after a set amount of time. That's a whole lot better than
chasing them out of the website.

6. The above experimental features are necessary for boosting customer
satisfaction.
Payments Gateway: A payment gateway serves as a financial intermediary
between your customers and your website, taking care of approving credit
card transactions and capturing funds without interrupting the user experience.
It's working can be defined as under:-
 Users complete and submit payment forms on secure websites.
 The sensitive information they've included (credit card type, number, CVC
and expiration date) is encrypted.
 This information is relayed to the payment gateway, which then approves or
denies the transaction.
However, fear and hesitation cease many customers from submit secure
information over the internet.
To tackle this mindset, A popular ecommerce site 'eBay' came up with a
payment gateway called 'PaisaPay' which has been explained below.
In recent years, the concept of Cash on Delivery (CoD) has also caught the
attention of young urban Indian middle class.
Security: Every e-commerce website must have security protocols that
protect consumer information (e.g. credit card numbers) using encryption. The
standard form of security for e-commerce is known as a secure sockets layer,
or SSL for short, which is an encryption protocol created to protect information
as it is communicated over the internet.

7. Shipping: Calculating shipping can be a real pain in the neck. The first thing
you need to do is decide which shipping methods you will offer to your
customers. Tools for calculating shipping can be integrated in the website itself
to automatically calculate the shipping cost.
However, Indian portals offering e-commerce follow a simpler protocol for
calculation of shipping. 'Flipkart' uses a minimum order value. If your Order is
above that value, shipping is free else chargeable.
Recently, Flipkart offered free shipping for orders placed from its mobile app.
This was a smart move to increase the penetration of its mobile app.
 Prioritize among the two features. Which one should the team implement
first?
Among the two experimental features, Typo-Sensitive Search (TSS) should be
implemented first. Implementation of TSS would make sure that errors during
a product search are minimized and malicious results are kept in check.
Innumerable times on Mobile App (Flipkart, Amazon etc), we encounter
various 'typos' due to relative small size of on-screen keyboard.
Implementation of this feature would save customer's time and energy.
I hereby state that all the information used in this report is genuine and factually
correct. No part of this report has been reproduced elsewhere.
Acknowledgements:
 Newspapers, Magazines, Internet, Google, Smartphones, Prezi, Android Apps,
Internet, Popular websites like Flipkart, Myntra etc.
 My Own Intellect.
Report By:-
Anuvind Kanwal