Example: Processing web pages

The ordering business process in this example website consists of the following sequence of pages.

Procedure

  1. Beginning of the business process, depending on the visitor action:
    1. Add item to shopping basket: /addtobasket.jsp. This step can occur multiple times, with visits to other pages in the site.
      For example, product search or browsing pages, other products' detail pages interspersed.
    2. Retrieve previously saved shopping basket: /getsavedbasket.jsp.
  2. Checkout page: /checkout.jsp.
  3. Shipping and payment information entry page: /shipping.jsp.
  4. Order inspection and submission page: /confirm.jsp.
  5. End of this business process through either of the following pages:
    • Order confirmation page: /ordercompleted.jsp.
    • Order canceled page: /ordercanceled.jsp.

Results

Presentation of the order canceled page or any other failure to reach the order confirmation page, represents abandonment of this business process.

  • Saving a basket through /savebasket.jsp or continuing to shop for more items after the order inspection/submission page is presented does not constitute an abandonment. These events are postponement of completion of the ordering process.
  • Special handling is required for orders that are saved during a session but never submitted during that session. It can be necessary to define two slightly different business processes account for saving a shopping basket.

Experience Analytics users can decide whether they are interested in just the workflow of submitting an order or it is friendly and usable, regardless of beginning of the order.