Chapter 11 end to end dXp Case study Table 11-1. Pain Point Analysis User Persona Pain Points dealer • dealers have to repeat entire processes when making multiple changes. • Inability to accept electronic signatures • there are too many unneeded applications. • dealers can’t identify priority messages. • application flow does not follow process flow used within the dealership. • Common uI standards are not followed. • no uI standards are followed. uI is not consistent for internally created applications. • Lack of standards for vendor sites • no ability to “alert” dealers when action is needed • navigation menus and information architecture are not intuitive. • absence of contextual search feature administrators • applications lack a robust, real-time, error checking/validation feature. • Lot of manual processes and need to go to multiple applications to complete a single business process • Inability to easily upload photos where needed/helpful • no ability to customize application placement • no formal process to remove/update information • not able to identify priority messages • Information is not automatically populated. • Look and feel is not up to date. Customers • the existing system takes lot of time in completing the processes. • there is a lot of manual process involved, which seems outdated. • too much of redundant information is being asked • Lack of personalization and contextual information • difficulty in finding relevant information quickly. • users need to access multiple applications to complete a single business process. 301