The first version must work after the sale too

Look at what happens after submission

A usable sales screen can turn interest into an order. Whether that becomes a completed customer task also depends on the work that follows. GOV.UK recommends designing a service around the whole user problem and its handovers. A small first version needs a workable route through it.

Example: spare parts for business customers

This example is entirely fictional. A business accepts spare-part orders through a simple portal. The table describes expected behaviour, not a demonstrated rollout or sales.

A dispatch message must reflect actual handover to the carrier. Unclear stock cannot be concealed by marking an order “dispatched”. Questions also need a responsible person with access to the relevant case.

Give manual work a viable framework

The first version need not automate every warehouse and dispatch step. Manual processing can fit if ownership, records and available capacity match expected use. GOV.UK explicitly involves operations staff in designing digital and other channels. A team needs to understand how the portal and downstream steps connect.

Plan early how open, fulfilled and failed cases can be recognised and who answers customers when problems arise. Check the complete journey with suitable examples. Then learn from completed tasks and unresolved waiting cases. More acknowledgements alone do not show that the first version is already helping customers.

Sources

• GOV.UK · Solve a whole problem for users

• GOV.UK · Provide a joined up experience across all channels