It is difficult to build an all singing, all dancing web site straight away. I have been working on the business process and exception handling of just one element of the service and it is complicated to get right. Because there are other processes also at work on the site and some of them interact with the others and to make it possible to undertake multiple buying (shopping cart) I think that the initial plans are too ambitious. What the exercise has proved is that in order to make the site and the business work slickly, a lot of automation and customer experience work is needed to be done.
Starting off small may well be the answer and bringing on services in a piecemeal way after thorough testing is definitely the way to go. Additionally the high value work is the area to target first and the high volume low margin work can get tagged on if it is necessary.
I am continuing to document the processes but, with a view to build these onto a solid platform rather than to attempt to do it all in one go.
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