E-commerce website and digital presence consultation: findings and prioritised action plan

Situations suited to the e-commerce website consultation

• An SME is preparing the launch of an online sales channel and wants to check the purchase journey.
• An online retailer notes conversion losses without locating their origin in the journey.
• A growing brand is adding third-party payment, audience measurement or messaging tools.
• Consumer information notices have remained unchanged since the website went live.
• The processing of personal data arising from forms and social networks has yet to be inventoried.
• A management team seeks to prioritise its digital projects between compliance, customer journey and visibility.

Process

1. Scope gathering. ASKonsult first identifies the website, social networks and sales channels concerned, based on the information provided.
2. Customer journey review. The journey and mandatory notices are then reviewed using checklist P-08.
3. Review of data processing. The analysis then covers the processing of personal data, in light of Law No. 09-08.
4. Prioritisation of gaps. The gaps identified give rise to actions ranked in order of priority.
5. Presentation of findings. This takes place in writing or during a 60-minute video conference, the only synchronous step of the oral format.

Deliverable

In written format, the deliverable takes the form of a findings note. By video conference, a session record documents the points examined. In both cases, it includes an action plan prioritised in three strands: compliance, customer journey and visibility. Each action is thus linked to a gap identified during the review. The note is delivered 5 working days after receipt of the complete information. The video conference, for its part, takes place in a slot at least 7 days after booking (priority slot possible within 5 working days), from Tuesday to Thursday.

Prerequisites

The analysis requires the submission of the website address and, where applicable, read access. A description of the third-party tools used completes this information: payment solution, audience measurement and messaging. The period runs from receipt of all of this information.

Frequently asked questions

Written note or video conference: which format is appropriate?

The note is suitable when a reference document needs to circulate internally, in particular among the teams in charge of the website. The 60-minute video conference, on the other hand, allows a direct exchange on the findings and priorities. It gives rise to a session record. In both cases, the action plan follows the same prioritisation. The common consultation form records the format chosen.

What are the time frames for the e-commerce website consultation?

Time frames are indicative and run from receipt of a complete file. The note is delivered within 5 working days of this receipt. For the video conference, the slot is at least 7 days after booking (priority slot possible within 5 working days), from Tuesday to Thursday. The firm schedules these sessions in advance, in set time slots. In addition, an admissibility check precedes the start of the consultation.

What role does the interactive assistance play?

Interactive assistance (IA-04) supports the completion of checklist P-08. It explains the sections and criteria, then rephrases the questions where needed. It also checks the consistency and completeness of the answers. However, the assistance issues no opinion and does not assess any particular situation. It only prepares the work that the firm analyses and validates.

Which right of withdrawal applies?

For a consumer client, a seven-day right of withdrawal applies. A slot set at least seven days after booking preserves this right. However, a consultation scheduled less than seven days away entails immediate performance. The firm then obtains the client’s express consent, after information on its consequences. In this case, the right of withdrawal can no longer be exercised.

Does the information provided remain confidential?

The firm treats as confidential the information and documents provided. They are exchanged only through the secure space and are used solely for the purposes of the consultation. This obligation survives the end of the relationship. In addition, entries in the interactive assistance are limited to the information needed to complete the tool. Third-party identification data and sensitive data are excluded.

What follows the e-commerce website consultation?

When the action plan calls for structured work, the E-commerce website compliance package (K-05) takes over. A recurring need falls rather under the Steering subscription (A-02). Depending on the findings, other consultations complement the analysis. These include, in particular, the information systems (C-05), brand and intangible assets (C-15) and AI (C-24) consultations.

Out of scope

The e-commerce website consultation covers neither the development nor the redesign of the website. Nor does it include a technical security audit. Filing a declaration with the National Commission for the Control of Personal Data Protection (CNDP) also remains outside the service. Finally, the drafting of the general terms and conditions falls outside the scope; it falls to a licensed professional.