intermediateOwning It in Production
Where Is My Order?
Decide what you would do from the brief alone. Everything below it is available, but the exercise stops working if you open it first.
The situation you were handed
Support lead: "Half our tickets are 'where is my order?'. Could you add a FAQ page about shipping times so we can link to it?"
The trap — the move that looks right
Building the FAQ page as asked because it is quick and support asked for it. Support links it in every reply, customers read general shipping times, still do not know where their order is, and reply to the ticket — which now takes two exchanges instead of one.