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Requirements Document (PRD) Product: Rating & Reviews Feature for E-commerce App Overview:
The Rating & Reviews Feature is an add-on to the existing app that allows users to rate and review the products they have purchased. The feature allows users to provide feedback on products, which will help other customers make informed purchase decisions. The admin will verify and approve/reject the reviews submitted by users, and the approved reviews will be visible on the product detail page.
Features:
Product Detail Page: Users will be able to rate and review products from the product detail page. Order Summary Page: Users will be able to rate and review products from the order summary page. Review Approval Flow: Reviews submitted by users will be sent to the admin team for approval. Dashboard: Admin will have a dashboard to manage and approve/reject reviews. Flow:
User selects a product and clicks on the "Rate & Review" option. User rates the product on a scale of 1-5 stars and writes a review. User submits the review for approval. Admin receives the review and verifies it for authenticity. Admin approves/rejects the review and provides a reason (if rejected). Approved reviews are displayed on the product detail page. Users receive a notification when their review is approved/rejected. Journey Flow A - Via Order summary
User navigates to the order summary page. User selects a product and clicks on the "Rate & Review" option. User rates the product on a scale of 1-5 stars and writes a review. User submits the review for approval. Admin receives the review and verifies it for authenticity. Admin approves/rejects the review and provides a reason (if rejected). Approved reviews are displayed on the product detail page. Users receive a notification when their review is approved/rejected. If the user has purchased the product in the last 60 days, they will see the "Rate & Review" option. Journey Flow B - Via Item details page
User navigates to the product detail page. If the user has purchased the product in the last 60 days, they will see the "Rate & Review" option. User clicks on the "Rate & Review" option and rates the product on a scale of 1-5 stars and writes a review. User submits the review for approval. Admin receives the review and verifies it for authenticity. Admin approves/rejects the review and provides a reason (if rejected). Approved reviews are displayed on the product detail page. Users receive a notification when their review is approved/rejected. Functional Requirements:
Ability for the user to rate and review delivered products Once an item is marked delivered, the user will be able to write product reviews for that product Reviews will be recorded and sent out to the admin team to verify and approve or reject the review A flow will be established to show the status of the review process (Review under processing, Review validated, Review rejected) () The order summary page will have an option to rate individual products The product detail page will have an option to give rating if the user has made a purchase of the product in last 60 days Reviews will be visible on the product detail page after approval Dashboard with the list of cases with pending, approved, and rejected status, and an option to mark review as approved/rejected with reason Mandatory Tech Interactions:
Integration with the app's backend to store and process reviews Integration with a notification system to send notifications to the user on the status of their review Integration with the admin team's dashboard to process and approve/reject reviews Product Metrics/Events:
Number of reviews submitted Number of reviews approved/rejected Average rating for each product Time taken for review approval process User engagement with reviews User Input:
will not be asking the user to input name <name> to be picked from the delivery name.
Dashboard:
Admin has access to a dashboard to manage reviews. Admin can view a list of reviews pending, approved, and rejected status. The dashboard includes the following details: Admin can mark reviews as approved/rejected and provide a reason (if rejected).
Notification
H: Product review approved
B: Congratulations! Your valuable review for <<sku name>> is now visible. Click here to shop for new products on Park+ Shop.
R: Park+ Store landing page
H: Product review rejected
B: Your review for <<sku name>> has been rejected. Click here to check the reason.
R: Review page for that product
Nudges and prompts
Thought process - Item rating or reviews make much more sense when the user has experienced the product hence the notification/ prompt should be sent not immediately but after some planned delay.
Once an item is marked delivered Notification to rate the experience will be sent to the user 7 days post item delivered [TIME will be based on the image below] [Only one notification in one DAY <> TIME mapping] 7+14 = 21 days post order delivered (IF review not updated yet) THERE should be a minimum 4 hrs gap between 2 notification sent AND max of 2 notification to be sent in one day for item rating
Store home page nudge Logic 7 days post item delivered for next 7 days (IF review not updated yet) Option to cancel (this will remove it forever)
Item level customer review FLOW/PRD
