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4/25/24 Meeting

View 11 of View 18 of View 2 of Topics 12

View 11 of View 18 of View 2 of Topics 12

Name

Topic

Notes

Resolution/Action

Resolved?

Review VoC deck / calls to action:

https://docs.google.com/presentation/d/117YVNnXGJPzHtaxngmb2OaEJqTSUrcqNoAkhK6tn4X8/edit#slide=id.g2c777577d6b_0_0

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Duplicate / missing test kits - have we identified a root cause of this issue?

Shopify integrated emails to correspond with customer journey

Schedule pause / pause reactivation in Shopify

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@Kyle Humphries

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mentioned update re: failed payments, would love to understand more!

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@Shayna Lans

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Solution: Automate test kit reporting

Logging Tempus notifications internally

Alerting system - reporting use cases + how to identify in our data set

Integration with shipping data

Updated alerting system - reporting use cases + how to identify in our data set

Customer feedback:

How did you not know that my test kit was lost in the mail?

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Missing test kits — When a customer ships their TallyAge test kit Tally doesn’t know. In cases where USPS loses test kits en route to lab this results in lost test kits that we don’t know about.

Discuss - Registered by not received test kits within X number of weeks

Duplicate test kits - Discuss root cause

Schedule pause / pause reactivation - Subscriptions and pausing are managed within Seal. Seal doesn’t allow for pause / resume to be

scheduled

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(ie platform limitation). We’re keeping track of Seal feature gaps

here

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as we evaluate the decision to migrate to a new subscription platform.

Re: Failed Payment Resolution: new failed payment resolution workflow was launched in March which tries reprocessing payment and sending notifications 7 and 14 days post-failed payment.

Shopify-integrated customer emails - Let’s discuss these with Matt, shift to next week’s agenda

Skip feature / how to message holding on test until resuming supplement intake (per Slack discussion with Matt / Max on 4/19)

Test results not given to customers due to missing / lost kit - how do we track and know to proactively notify customer?

Bottles Transition

Update to folks that we are building towards switching to bottles

We are anticipating the bottles to be ready near the end of Q4. Shooting for a Q4 switch but potentially may bleed into Q1 depending on the contract with OKC.

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