Pain point analysis template

User shopping experience on an ecommerce website.

User logs into the portal --> Searches for product --> browses through
Current state/process flow various brands --> adds product of interest in the shopping cart-->
Checks out of the cart --> Makes Payment --> order placed

• To have option to maintain multiple delivery addresses in one profile

User goals • Provide e-wallet options in payment gateway
• Filter based on best sellers
• Save products for future purchases e.g. wishlist
• Timely delivery of the goods
• Rescheduling of delivery slot
• Great customer service

• Currently only one delivery address is permitted per user account

User pain points • No option to save products to for future use
• Delay in delivery of the products and no option to reschedule a
delivery slot if required
• Post sale and general customer services are not up to the mark

• Create a wish list to enable users to add products for making purchases
in the future
• Enabling users to make payment through e-wallets like paytm or
Opportunities mobikwik
• Provide better and additional filter options like best sellers
• Provide live chat customer service to reduce waiting time to talk to
customer service representatives