Business Analysis on Enhancing E-commerce Assignment Sample

Question Synopsis

This document outlines a work that is expected to be accomplished by a Business Analyst to assess and troubleshoot an e-commerce system of ABC Tech Solutions. Currently, the company is experiencing issues concerning customer loyalty and easy-to-use service. The analyst is asked to prepare a PowerPoint presentation covering six key areas: It covers User Journey Analysis, Customer Feedback Evaluation, Competitor Benchmarking, Requirements Elicitation, Solution Proposal, and Cost-Benefit Analysis. The objectives are to identify issues that may be uncomfortable to the customers, assess the perception of the current format of the platform and suggest improvement guidelines to intensify competitiveness alongside the satisfaction of the target customers. The analyst is welcome to contact them if he/she has any questions/queries regarding the assignment.

Subject Name : Management

Synopsis

Answer Synopsis

The presentation “Enhancing E-commerce Platform” gives a detailed business overview with emphasis on the ways of upgrading e-commerce platform’s interface and position on the market. It emphasizes the facts that should be further improved such as the delay of delivery, low standard of service and the lack of marketing strategies that cause the reduction of customer base. It is a competitor benchmarking of the current strategies and a customer feedback assessment of defining factors or issues. By analyzing the current condition, the solution proposal consists of measures that include better logistic, improved marketing and above all, providing better services. The existing cost-benefit analysis reveals that these improvements will result in overwhelmingly positive net outcomes in a few years with increased customer traffic and revenues.

Introduction

E-commerce has been experiencing significant growth globally, with an increasing number of businesses and consumers participating in online transactions. The use of smartphones for online shopping has been on the rise, with many e-commerce platforms optimizing their websites and apps for mobile devices.
Business analysis is crucial for driving growth and success in various ways. Business analysis involves gathering and interpreting data to make informed decisions. By understanding market trends, customer preferences, and internal processes, businesses can make strategic decisions that are more likely to lead to growth. Analysis helps businesses identify new opportunities in the market.

User Journey Analysis

Identify pain points in the journey

After the year 2018, the customer base of the company keeps on falling due to delayed delivery, low quality service and less marketing efforts. The customers are not satisfied with the utility of services they are offered and price they are paying. The company needs to enhance the quality in its service to retain the existing customers and attract the new customers. The company shall make appropriate strategies to ensure that the customer base is not reduced going forward & establish adequate processes in the systems to provide better utility to the customers in against of consideration they are charging.

Customer Feedback Evaluation

The customer feedback is primarily collected by conducting a survey of 100 participants from different regions.
From the survey, it was found that the customers are not happy with the services of the company, thus provided low quality rating.
The main recurring issues that are responsible for falling customer base are:

1. Delayed delivery,

2. Low quality service and

3. Less marketing efforts.

Competitor Benchmarking

Key competitors: Amazon, Walmart, Alibaba, eBay, Shopify etc.
Competitive landscape.
Strengths of competitors.
Broad product selection and extensive product listings.
Prime membership program, offering benefits like fast shipping and exclusive content.
Robust logistics and fulfillment network.
Strong brand recognition and customer trust.
Weaknesses of competitors
Regulatory scrutiny and antitrust concerns.
Dependency on third-party sellers for a significant portion of sales.
High competition in certain product categories

Requirements Elicitation

Methods used for Requirements Gathering:

a)Surveys and Questionnaires: Distributed questionnaires or surveys to a large group of stakeholders to collect information on their requirements.

b)Workshops and Focus Groups: Group sessions where stakeholders collaboratively discuss and define requirements facilitated by a moderator.

c)Document Analysis: Reviewing existing documentation, such as business processes, policies, and manuals

Requirements based on user feedback

The main recurring issues that are responsible for falling customer base are delayed delivery, low quality service and less marketing efforts. The company shall make appropriate strategies to ensure that the customer base is not reduced going forward & establish adequate processes in the systems to provide better utility to the customers in against of consideration they are charging.

Solution Proposal

Strategies to address identified pain points

The company shall make appropriate strategies to ensure that the customer base is not reduced going forward & establish adequate processes in the systems to provide better utility to the customers in against of consideration they are charging. The main recurring issues that are responsible for falling customer base are delayed delivery, low quality service and less marketing efforts. In such case, the company shall start making more expenditure in marketing activities and build a quality team which can execute the order on time providing optimum utility to the ultimate customers. Had the strategy been put in place appropriately, then the company would have increased the customer base to a greater height.

Cost-Benefit Analysis

Costs associated with implementing the proposed solution are expenditure for providing on-the-job training for multiskilling the employees, implementation of seamless logistics management tool etc.
Anticipated benefits such as increased customer base, increased sales, customer satisfaction etc.
Net benefit analysis

Years	Expected users with strategy	Expected users without strategy	Revenue per customer	Incremental revenue
2024	45494	44128	15	20490
2025	50247	45452	15	71925
2026	54284	45907	15	125655
2027	58522	46825	15	175455
Incremental revenue	393525
Less: Incremental costs	300000
Net Benefit	93525