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Omni-Channel Best Practices
How Companies can Survive in an Omni-Channel World

Brussels, 28th of March 2012                         Jorij Abraham
Introducing Unic
› The European Omni-Channel Specialist
Your Presenter…

Introducing Me….




                   Manager eCommerce TUI
                   Manager eCommerce Magazijn de
                   Bijenkorf




                   www.unic.com
                   www.ecommercefoundation.org
                   www.ecommercebenchmark.org
The Unic Group is rapidly expanding

Pan-european Omni-Channel Specialist with Swiss Roots

     Core markets                     › Subsidiaries in Core Markets
     Adjacent markets                   › Amsterdam
     Nearshore markets
                                        › Bern
                                        › Brussels
                                        › Karlsruhe
                                        › Valencia
                                        › Vienna
                                        › Zurich

                                      › Adjacent Markets
                                        › Clients in UK, F, IT, DK, SWE

                                      › Figures of the Unic Group
                                        › 260 Employees from over 15 Nations
                                        › 7 Office in 6 Countries


 © Unic | Page 4
Our Customers

Mid- and Big size companies, Local & Global

    B2B2C         Fashion   Retail   B2B   Finance   Other




© Unic - Page 5
What is Omni-Channel Management?
Concept & Benefits
What is Omni Channel Management?

From Single to Omni

               Single channel                 Multi-channel                  Cross-channel                    Omni-channel




       Customer experiences a         Customer experiences multiple     Customer experiences multiple Customer experiences a brand,
       single type of touch-point     channels acting independently     channels as part of the same  not a channel within a brand
                                                                        brand.

       Only one channel is offered.   The channels are organizational   There is a single customer view There is a single view on the
                                      and technical silos               but the channels do not deliver customer and he is serviced
                                                                        the same brand experience.      consistently across all channels.

       • The Sting                    • Mediamarkt                      • Bijenkorf                     • Bijenkorf
       • Megapool.nl                  • Selexyz                         • Netflix                       • Netflix



© Unic AG | Seite 7
What is Omni-Channel Management?

Manage the Customer Experience across all Channels
                                               Sales reps                                              Email
                                                                                     Company website
                                                       Sales force
                           Flagship stores                                              E-Kiosks/ATM


                        Kiosk                Outlets
                                                                                                                    Internet TV
                                Brand shops
                                                       Physical                              Digital
                                                                                                                                          Iphone app.
                                                                           Direct
                        Call center                                                                                  Mobile site

                Online chat                                                                                                               Tablets
                                                                            The
                                                                         Experience
      Door-to-door                                                                                                                      IM
                         Shop-in-shop                                                                               Twitter

   Home advisors                                                          Indirect                                                 Social network sites
                       Retailers

                                                       Physical                              Digital
                                                                                                               Online retailers
                                   Agents
                                                                                                                                   Affiliates
                                                                                                            XML/EDI
                      Dealers         Integrators

             Franchisers           VARs                                                                                 Comparison sites
                                                                                    Online auctions
                       Consultants                          Catalogues
        Resellers                                                                   Home shopping channels
                                                 Magazines Flyers
                                                                                                      Classified adds sites
© Unic AG | Seite 8
What is Omni Channel Management?

Support the Customer Journey across each Touchpoint




                        Orient     Search     Customize     Compare    Purchase     Play         Share
                      (activate)   (inform)   (configure)   (enable)     (sell)   (support)   (stimulate)


  Dealer

 Brand
Website

 Affiliate

Shop-in-
 shop

Magazine

  Social
  sites




© Unic AG | Seite 9
What is Omni Channel Management?

Support the Customer Journey across each Touchpoint




                         Orient     Search     Customize     Compare    Purchase     Play         Share
                       (activate)   (inform)   (configure)   (enable)     (sell)   (support)   (stimulate)


  Dealer

 Brand
Website

 Affiliate

Shop-in-
 shop

Magazine

  Social
  sites




© Unic AG | Seite 10
What is Omni Channel Management?

Why go Omni-Channel? Because the Customer wants it!


                               2012                              2025

Purchase                                   20
                              80%                      80%                       50%
                                           %




Information
                       30%          70%         …                     90%
Gathering

                        Offline Channels            Digital Channels


© Unic AG | Seite 11                                 Forrester, Profiling the Multichannel Customer, July 2009
What is Omni Channel Management?

Why go Omni-Channel? Because it Pays!

 Visit frequency


                                   9.0

                                         Web                                          Winkel

                       7.3                     € 107                           € 50
                                                               € 182

                                                               € 611

                                                       € 450           € 381




              3.1                                              € 179



                                                           Mailorder
            Online     Shop     Multi-
             only      only    channel



© Unic AG | Seite 12
Best Practices in Omni-Channel Management
› Online, POS, Mobile, Store, …
Omni Channel Best Practices

Beter Bed




Store Locator                                                                             Showroom models

                       Travel Directions                                    Product inventory / store


                                                               Quote in store/online
© Unic AG | Seite 14                       Appointment maker
Omni Channel Best Practices

Warmteservice




From 20.000 to 150.000 articles                                         Deliver on site or pick up in store


                                  Product advisor


                 For each online order, one basket is printed and bought in store.
Omni Channel Best Practices

Standaard Boekhandel




© Unic AG | Seite 16
Omni Channel Best Practices

Fabory


                            Top
                                        Key Account Manager        EDI
                          Accounts

                            Key                                   Open
                                            Sales Rep.
                          Accounts                               Catalog


                        High Segment      Customer Care          Scanners


                                              Store
                       Medium Segment                         FaxScan / Email
                                             Manager


                        Low Segment            Store             Website




© Unic AG | Seite 17
Omni Channel Best Practices

Fabory




© Unic AG | Seite 18
Omni Channel Best Practices

MyCom

                              › 60% online orders is
                                click & collect.


                              › 90% of store traffic is
                                to collect order.


                              › 20% of all click &
                                collect visitors buy
                                something extra.




© Unic AG | Seite 19
Omni Channel Best Practices

Large Fashion Retailer – 30% Orders is picked up in Store

                                                Actual order
    Online order…                                  value
           send &
         returned by                    25%        75%
             Post



       send by post
        & returned                      23%
                                         18%       95%
         in store
                                  23%


          picked up
          & returned                    23%
                                          30%      107%
           in store
                                  23%


© Unic AG | Seite 20
Omni Channel Best Practices

Hornbach




© Unic AG | Seite 21
Omni Channel Best Practices

InterDiscount




Interdiscount Mobile App
   Complete product assortment

             Check for in-store availability
             near your current location

© Unic AG | Seite 22
Omni Channel Best Practices

Kortingscodes worden gebruikt om klanten vast te houden




© Unic AG | Seite 23
© Unic AG | Seite 24
Omni Channel Best Practices

Large Fashion Retailer

› Xxx mimic me.




© Unic AG | Seite 25
Beste Practices in Omni-Channel

What are the channels to Watch?

                       I-TV       Siri




© Unic AG | Seite 26
Three Characteristics of Omni-Channel Retailers
NPS, Architecture, Speed
Three Characteristics of Omni-Channel Retailers

NPS = Net Promotor Score




© Unic AG | Seite 28
Three Characteristics of Omni-Channel Retailers

        Customer Centric Architecture
  Channels Users




                                B2B                  Employees                         Customers                  Partners

                                                                                                        Sales   Customer
                       PC             Mobile     Tablet        TV           POS           Print                                     …
                                                                                                        force    service




                                                          Channel Management Platform
platform
 Sales




                        Customer                  Content                  Order                  Merchandise               Business
                        manager                 management               management               Management                analytics
  Resources




                                Products (PIM)              Operations (ERP)                           Customers (CRM)
                      Facts        Commercial    UGC         Inventory     Logistics    Transactions    Facts    Behavior         Social




                                          Everything process is optimized to the optimal.
         © Unic AG | Seite 29
Three Characteristics of Omni-Channel Retailers

Speed – Do, Measure, Improve

› xxx




© Unic AG | Seite 30
Wrap-up - How Unic can Help
Persona’s, Processes, (S)peed
How Unic can Help

Use Persona’s to Understand the Customer

                                         I am Ann, 31 years, married, mother with 2 kids

                                         I am married and want to be a good mother for my kids (girl 4 years, boy 6 years) and show this
                                         by dressing and presenting my kids in clothes of the right brand and of good quality.
                                         I have a part-time job and therefore do regularly online shopping. I look for those online shops
                                         that have a good reputation for delivery and that offer a wide range of attractive brands. It is
                                         important to me that the assortment is adapted to me and that information is correct, because
                                         that saves me the hassle of returning the shipment.
                                         I am willing to pay for brands and good quality as long as it is affordable.



   Job:                Office manager         My buying criteria:            Searches on:                   Goals on the site:
   Area:               Brussels                Reknown Brand                 Google                        Orientation
   Age:                31                      Quality                       Brand websites                Buy
   Family:             2 kids, married         Affordable price                                             After sales information &
                                                                                                              support


    My end goal                               Buys also from:                Entrance to the site:          Internet experience:
    To show the world I am a                   Ikea                          via Google (53%)              medium experienced
    good mother by dressing my                 small online shops            direct (33%)                  regular online buyer-
    kids in brand clothes of good                                                                              medium advanced
    quality.                                                                                                   computer




© Unic AG | Seite 32
How Unic can Help

Design the Customer Journey

            1)           What are the process steps?
            2)           Which channels will be used?
            3)           Which features are needed in which channel & process?


                      Orient                               Search     Customize                  Compare                      Purchase                    Play           Share
                    (activate)                             (inform)   (configure)                (enable)                       (sell)                  (support)     (stimulate)

                 Product



 Dealer
                 Information
                 Management

                               First House
                               owners




 Brand                                       First House
                                             owners
                                                                                                  First House
                                                                                                                                                                     Students
                                                                                                                                                                                Product



Website
                                                                                                  owners                                                                        Information
                                                                                                                Product                                                         Management
                                                                                                                Information
                                                                                                                Management




Affiliate                                                                                                                                 Product
                                                                                                                                          Information
                                                                                                                                          Management
                                                                                                                                                          Students




Shop-in-                                                                  Hotels
                                                                          (b2b)


 shop
                                                                                   First House
                                                                                   owners




Magazine

 Social                                                    Students




 sites                                                                                                                        Marketing
How Unic can Help

       Unic’s Process Landscape Approach
 Front-End




                  Inspire &            Find, View &
                                                                Interact            Order & Pay          Self Service         Get Service
                    inform              Customize
 Channels




                                                                 Channel Management

                                    Multi-             Multi-
             Multi-Brand                                                   Mobile             CCC                POS               Social
                                   Country            Langual



                           Traffic Generation                   Merchandising & optimizing                   Customer Retention
Mid-end




                 Supplier &               Product                                                                            Customer &
                                                             Content                   Print              Order
                   Price                Information                                                                            Contact
                                                           Management               Management          Management
                management             Management                                                                            Management
Back-end




                                                                                               Warehouse,               Administration &
                                                                                             Delivery & Return             Finance
How Unic can Help

Unic’s Process Landscape Approach

                                                                             Same as PIM- in case there is no PIM system these processes have to be done with e-commerce system Category Management EC 1 Channel Output Timing and Control EC 2

                                                       Product        EC 3   Category                                                                        Product
                                                                                                 Global Navigation    Faceted Search      Keyword Search
                                                       Access                navigation
                                                                                                 [EC 3.2]             [EC 3.3]            [EC 3.4]
                                                                                                                                                             finders/selectors
                                                                             [EC 3.1]                                                                        [EC 3.5]

                                                       Promotions
                                                       &           EC 4      Product             Promotional
                                                                                                                      Promotions          a. % discount      b.bundle            c.Buy X get Y free   Teaser             a.cross-sell         b.up-sell
                                                                                                                                                                                                                                                           c.newest
                                                                             Planogram           vouchers                                                                                             Management
                                                       merchandising                                                  [EC 4.3]
                                                                             [EC 4.1]            [EC 4.2]                                                                                             [EC 4.4]
                                                                                                                                          d.Order treshold                       f. Recommended                                               e. Related
                                                                                                                                                              e. Fixed price                                              d.Top sellers
                                                                                                                                          promotion                                                                                           products     f. Recommended
                                                                             Behavioral
                                                                             targeting                                                   c. Date of last     d.Which products     e. Keyword
                                                                             [EC 4.1]            a. Size cart        b.N. Of orders
                                                                                                                                         order               viewed               searched

                                                                             Dealer/store
                                                                                                 Appointment
                                                                             locator
                                                                      EC 5   management
                                                                                                 management
                                                      Offline sales                              [EC 5.2]
                                                                             [EC 5.1]

                                                                             Product
                                                      Lists                  configurator
                                                                                                 Wish list            Gift list
                                                                                                                                          Order templates
                                                                                                                                                             Request for         Product              Scan to order      Stock notification   Pre-order
                                                      management EC 6
                                                                                                 management           management                             proposal handler    configurator mng     mng.               handler              management
                                                                             management                                                   [EC 6.4]
                                                                                                 [EC 6.2]             [EC 6.3]                               [EC 6.5]            [EC 6.6]             [EC 6.7]           [EC 6.8]             [EC 6.9]
                                                                             [EC 6.1]

                                                      Checkout               Basket mng.         Product                                  Customer check     Delivery methods    Payment methods
                                                                      EC 7                                            Cost Calculation
                                                      process                [EC 7.1]            reservation
                                                                                                                      [EC 7.3]            [EC 7.4]           [EC 7.5]            [EC 7.6]
                                                                                                 [EC 7.2]
                                                      Payment
                                                      settlement             Credit check        Solvency check
                                                                                                                      Online payment
                                                                                                                                          Confirm order      Order inbox
                                                                                                                                                                                 Product set on
                                                                                                                                                                                                      Order attachment
                                                                   EC 8                                               confirmation                                               sold
                                                      and                    [EC 8.1 ]           [EC 8.2]
                                                                                                                      [EC 8.3]
                                                                                                                                          [EC 8.4]           [EC 8.5]
                                                                                                                                                                                 [EC 8.6]
                                                                                                                                                                                                      [EC 8.7]
                                                      confirmation

                                                       Handlers       EC 9   Email Message       Error Message        Hints Message
                                                                             Handler             Handler              Handler
                                                                             [EC 9.1]            [EC 9.2]             [EC 9.3]



                                                                                                                      c. Navigation
                                                       General               a. Header           b.Footer                                d. Faceted search
                                                                                                                      flyout

                                                                             a. Product Detail   b.Home- Landing      c.Theme-Landing    d. Category         e. Brand Landing    f. Product Lister
                                                       Shopping Pages                                                 Page               Landing Page        page                Page
                                                                                                                                                                                                      g. Wishlist        h. Gift list
                                                                             Page                Page




     1st level:
                                                                                                 b. Personal                                                                     f.Order
                                                       Checkout Pages        a.Order basket
                                                                                                 details
                                                                                                                      c.Delivery          d.Payment          e.Order summary
                                                                                                                                                                                 confirmation




     All process landscapes                             2nd level:
                                                        Each single process landscape with its
                                                        items




                                #             Sub processes
              Faceted
              navigation        EC 3.3-01     As a online marketer I want to create a
              [EC 3.3]                        facet by defining the attributes based on
                                              which it is created and its values
             3rd level
             Each single item
                                    4th level:
                                    The sub-processes (or smart user stories)
                                    per item
How Unic can Help

We believe in Speed, the Agile way…




                                                                              Go live
                                                                            15 months




                        Go live   2nd Release   3rd Release   4th Release     5thRelease
                       3 months    6 months      9 months     12 months       15 months


© Unic AG | Seite 36
Unic
Unic                    Jorij Abraham
                        Director of Consulting
Arenbergstraat 44

B.V.
 De Ruyterkade 124
1000 Brussel
 1011AB Amsterdam
Belgium
 Tel +31 20 561 77 29
                        jorij.abraham@unic.com | +31 6 5234 2568


 amsterdam@unic.co      Igor Corvers
De Ruyterkade 124-125
 m                      Director of Sales & Marketing
1011AB Amsterdam
 www.unic.com           igor.corvers@unic.com | +32 478 83 63 96
The Netherlands


www.unic.com




  Come and visit us at our Booth!

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100 Best practices in Omnichannel

  • 1. Omni-Channel Best Practices How Companies can Survive in an Omni-Channel World Brussels, 28th of March 2012 Jorij Abraham
  • 2. Introducing Unic › The European Omni-Channel Specialist
  • 3. Your Presenter… Introducing Me…. Manager eCommerce TUI Manager eCommerce Magazijn de Bijenkorf www.unic.com www.ecommercefoundation.org www.ecommercebenchmark.org
  • 4. The Unic Group is rapidly expanding Pan-european Omni-Channel Specialist with Swiss Roots Core markets › Subsidiaries in Core Markets Adjacent markets › Amsterdam Nearshore markets › Bern › Brussels › Karlsruhe › Valencia › Vienna › Zurich › Adjacent Markets › Clients in UK, F, IT, DK, SWE › Figures of the Unic Group › 260 Employees from over 15 Nations › 7 Office in 6 Countries © Unic | Page 4
  • 5. Our Customers Mid- and Big size companies, Local & Global B2B2C Fashion Retail B2B Finance Other © Unic - Page 5
  • 6. What is Omni-Channel Management? Concept & Benefits
  • 7. What is Omni Channel Management? From Single to Omni Single channel Multi-channel Cross-channel Omni-channel Customer experiences a Customer experiences multiple Customer experiences multiple Customer experiences a brand, single type of touch-point channels acting independently channels as part of the same not a channel within a brand brand. Only one channel is offered. The channels are organizational There is a single customer view There is a single view on the and technical silos but the channels do not deliver customer and he is serviced the same brand experience. consistently across all channels. • The Sting • Mediamarkt • Bijenkorf • Bijenkorf • Megapool.nl • Selexyz • Netflix • Netflix © Unic AG | Seite 7
  • 8. What is Omni-Channel Management? Manage the Customer Experience across all Channels Sales reps Email Company website Sales force Flagship stores E-Kiosks/ATM Kiosk Outlets Internet TV Brand shops Physical Digital Iphone app. Direct Call center Mobile site Online chat Tablets The Experience Door-to-door IM Shop-in-shop Twitter Home advisors Indirect Social network sites Retailers Physical Digital Online retailers Agents Affiliates XML/EDI Dealers Integrators Franchisers VARs Comparison sites Online auctions Consultants Catalogues Resellers Home shopping channels Magazines Flyers Classified adds sites © Unic AG | Seite 8
  • 9. What is Omni Channel Management? Support the Customer Journey across each Touchpoint Orient Search Customize Compare Purchase Play Share (activate) (inform) (configure) (enable) (sell) (support) (stimulate) Dealer Brand Website Affiliate Shop-in- shop Magazine Social sites © Unic AG | Seite 9
  • 10. What is Omni Channel Management? Support the Customer Journey across each Touchpoint Orient Search Customize Compare Purchase Play Share (activate) (inform) (configure) (enable) (sell) (support) (stimulate) Dealer Brand Website Affiliate Shop-in- shop Magazine Social sites © Unic AG | Seite 10
  • 11. What is Omni Channel Management? Why go Omni-Channel? Because the Customer wants it! 2012 2025 Purchase 20 80% 80% 50% % Information 30% 70% … 90% Gathering Offline Channels Digital Channels © Unic AG | Seite 11 Forrester, Profiling the Multichannel Customer, July 2009
  • 12. What is Omni Channel Management? Why go Omni-Channel? Because it Pays! Visit frequency 9.0 Web Winkel 7.3 € 107 € 50 € 182 € 611 € 450 € 381 3.1 € 179 Mailorder Online Shop Multi- only only channel © Unic AG | Seite 12
  • 13. Best Practices in Omni-Channel Management › Online, POS, Mobile, Store, …
  • 14. Omni Channel Best Practices Beter Bed Store Locator Showroom models Travel Directions Product inventory / store Quote in store/online © Unic AG | Seite 14 Appointment maker
  • 15. Omni Channel Best Practices Warmteservice From 20.000 to 150.000 articles Deliver on site or pick up in store Product advisor For each online order, one basket is printed and bought in store.
  • 16. Omni Channel Best Practices Standaard Boekhandel © Unic AG | Seite 16
  • 17. Omni Channel Best Practices Fabory Top Key Account Manager EDI Accounts Key Open Sales Rep. Accounts Catalog High Segment Customer Care Scanners Store Medium Segment FaxScan / Email Manager Low Segment Store Website © Unic AG | Seite 17
  • 18. Omni Channel Best Practices Fabory © Unic AG | Seite 18
  • 19. Omni Channel Best Practices MyCom › 60% online orders is click & collect. › 90% of store traffic is to collect order. › 20% of all click & collect visitors buy something extra. © Unic AG | Seite 19
  • 20. Omni Channel Best Practices Large Fashion Retailer – 30% Orders is picked up in Store Actual order Online order… value send & returned by 25% 75% Post send by post & returned 23% 18% 95% in store 23% picked up & returned 23% 30% 107% in store 23% © Unic AG | Seite 20
  • 21. Omni Channel Best Practices Hornbach © Unic AG | Seite 21
  • 22. Omni Channel Best Practices InterDiscount Interdiscount Mobile App Complete product assortment Check for in-store availability near your current location © Unic AG | Seite 22
  • 23. Omni Channel Best Practices Kortingscodes worden gebruikt om klanten vast te houden © Unic AG | Seite 23
  • 24. © Unic AG | Seite 24
  • 25. Omni Channel Best Practices Large Fashion Retailer › Xxx mimic me. © Unic AG | Seite 25
  • 26. Beste Practices in Omni-Channel What are the channels to Watch? I-TV Siri © Unic AG | Seite 26
  • 27. Three Characteristics of Omni-Channel Retailers NPS, Architecture, Speed
  • 28. Three Characteristics of Omni-Channel Retailers NPS = Net Promotor Score © Unic AG | Seite 28
  • 29. Three Characteristics of Omni-Channel Retailers Customer Centric Architecture Channels Users B2B Employees Customers Partners Sales Customer PC Mobile Tablet TV POS Print … force service Channel Management Platform platform Sales Customer Content Order Merchandise Business manager management management Management analytics Resources Products (PIM) Operations (ERP) Customers (CRM) Facts Commercial UGC Inventory Logistics Transactions Facts Behavior Social Everything process is optimized to the optimal. © Unic AG | Seite 29
  • 30. Three Characteristics of Omni-Channel Retailers Speed – Do, Measure, Improve › xxx © Unic AG | Seite 30
  • 31. Wrap-up - How Unic can Help Persona’s, Processes, (S)peed
  • 32. How Unic can Help Use Persona’s to Understand the Customer I am Ann, 31 years, married, mother with 2 kids I am married and want to be a good mother for my kids (girl 4 years, boy 6 years) and show this by dressing and presenting my kids in clothes of the right brand and of good quality. I have a part-time job and therefore do regularly online shopping. I look for those online shops that have a good reputation for delivery and that offer a wide range of attractive brands. It is important to me that the assortment is adapted to me and that information is correct, because that saves me the hassle of returning the shipment. I am willing to pay for brands and good quality as long as it is affordable. Job: Office manager My buying criteria: Searches on: Goals on the site: Area: Brussels  Reknown Brand  Google  Orientation Age: 31  Quality  Brand websites  Buy Family: 2 kids, married  Affordable price  After sales information & support My end goal Buys also from: Entrance to the site: Internet experience: To show the world I am a  Ikea  via Google (53%)  medium experienced good mother by dressing my  small online shops  direct (33%)  regular online buyer- kids in brand clothes of good medium advanced quality. computer © Unic AG | Seite 32
  • 33. How Unic can Help Design the Customer Journey 1) What are the process steps? 2) Which channels will be used? 3) Which features are needed in which channel & process? Orient Search Customize Compare Purchase Play Share (activate) (inform) (configure) (enable) (sell) (support) (stimulate) Product Dealer Information Management First House owners Brand First House owners First House Students Product Website owners Information Product Management Information Management Affiliate Product Information Management Students Shop-in- Hotels (b2b) shop First House owners Magazine Social Students sites Marketing
  • 34. How Unic can Help Unic’s Process Landscape Approach Front-End Inspire & Find, View & Interact Order & Pay Self Service Get Service inform Customize Channels Channel Management Multi- Multi- Multi-Brand Mobile CCC POS Social Country Langual Traffic Generation Merchandising & optimizing Customer Retention Mid-end Supplier & Product Customer & Content Print Order Price Information Contact Management Management Management management Management Management Back-end Warehouse, Administration & Delivery & Return Finance
  • 35. How Unic can Help Unic’s Process Landscape Approach Same as PIM- in case there is no PIM system these processes have to be done with e-commerce system Category Management EC 1 Channel Output Timing and Control EC 2 Product EC 3 Category Product Global Navigation Faceted Search Keyword Search Access navigation [EC 3.2] [EC 3.3] [EC 3.4] finders/selectors [EC 3.1] [EC 3.5] Promotions & EC 4 Product Promotional Promotions a. % discount b.bundle c.Buy X get Y free Teaser a.cross-sell b.up-sell c.newest Planogram vouchers Management merchandising [EC 4.3] [EC 4.1] [EC 4.2] [EC 4.4] d.Order treshold f. Recommended e. Related e. Fixed price d.Top sellers promotion products f. Recommended Behavioral targeting c. Date of last d.Which products e. Keyword [EC 4.1] a. Size cart b.N. Of orders order viewed searched Dealer/store Appointment locator EC 5 management management Offline sales [EC 5.2] [EC 5.1] Product Lists configurator Wish list Gift list Order templates Request for Product Scan to order Stock notification Pre-order management EC 6 management management proposal handler configurator mng mng. handler management management [EC 6.4] [EC 6.2] [EC 6.3] [EC 6.5] [EC 6.6] [EC 6.7] [EC 6.8] [EC 6.9] [EC 6.1] Checkout Basket mng. Product Customer check Delivery methods Payment methods EC 7 Cost Calculation process [EC 7.1] reservation [EC 7.3] [EC 7.4] [EC 7.5] [EC 7.6] [EC 7.2] Payment settlement Credit check Solvency check Online payment Confirm order Order inbox Product set on Order attachment EC 8 confirmation sold and [EC 8.1 ] [EC 8.2] [EC 8.3] [EC 8.4] [EC 8.5] [EC 8.6] [EC 8.7] confirmation Handlers EC 9 Email Message Error Message Hints Message Handler Handler Handler [EC 9.1] [EC 9.2] [EC 9.3] c. Navigation General a. Header b.Footer d. Faceted search flyout a. Product Detail b.Home- Landing c.Theme-Landing d. Category e. Brand Landing f. Product Lister Shopping Pages Page Landing Page page Page g. Wishlist h. Gift list Page Page 1st level: b. Personal f.Order Checkout Pages a.Order basket details c.Delivery d.Payment e.Order summary confirmation All process landscapes 2nd level: Each single process landscape with its items # Sub processes Faceted navigation EC 3.3-01 As a online marketer I want to create a [EC 3.3] facet by defining the attributes based on which it is created and its values 3rd level Each single item 4th level: The sub-processes (or smart user stories) per item
  • 36. How Unic can Help We believe in Speed, the Agile way… Go live 15 months Go live 2nd Release 3rd Release 4th Release 5thRelease 3 months 6 months 9 months 12 months 15 months © Unic AG | Seite 36
  • 37. Unic Unic Jorij Abraham Director of Consulting Arenbergstraat 44 B.V. De Ruyterkade 124 1000 Brussel 1011AB Amsterdam Belgium Tel +31 20 561 77 29 jorij.abraham@unic.com | +31 6 5234 2568 amsterdam@unic.co Igor Corvers De Ruyterkade 124-125 m Director of Sales & Marketing 1011AB Amsterdam www.unic.com igor.corvers@unic.com | +32 478 83 63 96 The Netherlands www.unic.com Come and visit us at our Booth!