MARLÖ International Market Requirements

It would be extremely valuable for Customer Operations to have a co‑browsing capability within MARLO that allows authorized Alcon associates to view the customer interface in real time. This functionality would mirror what customers see when using the portal, enabling our teams to better understand issues, guide users through processes, and validate that the customer experience is functioning as expected in live productive system.

The lines are not aligned on the same level to see clearly benefits linked to each feature. In Figma this is more of a table that is easy to follow but frontend in Marlo is not capable to support that and images from Figma are not displayed in Marlo.

Currently only one product can be registered per instruction sheet per submission. The ask from customers is to enable registration of two products in a single instruction sheet submission, including the ability to add multiple instructions during registration.

T&C upload is mandatory and blocks the process if the document is not uploaded during onboarding. To make onboarding smoother: It would be helpful to have a “Upload later” option, allowing the ECP to continue even if the file is not ready.

Currently, onboarding requires the ECP to enable subscriptions and immediately set up subscription discounts. I believe this timing is not ideal, as the ECP has not yet configured their catalog (last step). Recommendation: Keep subscription enablement in onboarding, but move the discount setup outside of onboarding. At this stage ECPs are not ready to define their subscription strategy.

Currently, notification e-mails are sent to consumers when their subscription payment fails. However, these emails may be overlooked, creating a risk of underpayment against the already completed delivery. To mitigate this risk, we request that a notification email also be sent to the MARLO Support Team whenever a consumer fails to complete a subscription payment within the required timeframe. This will allow the support team to proactively contact consumers and remind them to complete their payment.

From marketeers feedback, we have identified that there are currently very few spaces within the platform dedicated to promoting products or running marketing campaigns. Below, I have outlined some potential areas within the platform where it would be beneficial to enable promotions of our products, or even offer product upgrade options. These spaces could serve as strategic touchpoints for customer engagement and product awareness.

During the in‑store checkout flow, the ECP currently sees two buttons on the product page: Checkout Add to Cart ECPs instinctively select "Checkout", expecting a faster flow. However, when choosing this option, they cannot apply any coupon, which leads to: Confusion and frustration Repeated questions on why coupon cannot be added A perception that the “Checkout” button is the “faster” or “correct” option, even though it doesn’t provide any functional advantage To apply coupons, the ECP must instead click Add to Cart, which introduces an additional step but is currently the only way to ensure coupon functionality. Our recommendation is to remove the “Checkout” button entirely from the in‑store checkout experience and keep only “Add to Cart”.