Application of a Delphi Technique to Identify the Challenges for Adoption, Implementation, and Maintenance of WIC Online Ordering Across Various Systems and Stakeholders

Figures & data

Figure 1. Participation in formative study by Delphi step.

Note: *Participation in Step 3 was anonymous; therefore, we can’t calculate a participation rate as we are unable to determine if each comment or set of feedback submitted was from unique users

Table 1. Key challenges, issues, and considerations for completing a WIC online order identified during the backward design activity (Step 1a).

Topic Area	Key Challenges	Other Considerations
WIC Participant Characteristics	Where are benefits stored: magnetic stripe card benefits are stored online and smart card benefits are stored on physical card	Computer vs. mobile smartphone functionality
		WIC participant’s experience with online shopping
Item Selection	Display of items matched to current WIC benefit amounts*	Other features or functions that could enhance the online ordering experience
	Interface must identify WIC-eligible items
Payment and Ordering	Handle split tenders and mixed baskets Multi-factor authentication required Online transactions/payment and real-time payment execution, balance update* Timing of benefit expiration in relation to order scheduling/receiving*	Cash payment Customer service needs Data security and privacy Pricing challenges: differential pricing, weighed produce
Order Fulfillment and Provision	Shopper-centered flexible scheduling Intelligent fulfillment system* System needs options for substitutions/line-item voids Interactive order tracking Home delivery	Staff training* Delivery fees Missed deliveries Issues/impact for the vendor* Devices needed (e.g., portable point of sale system)*

Particularly challenging for WIC State agencies using smart cards compared to WIC State agencies using magnetic stripe cards.

Table 2. Participant characteristics for stakeholder survey (step 1b) and blueprint workshop (step 2).

Step 1b. Stakeholder Survey (N=145)	N(%)
WIC Respondent Category
Government (FNS, WIC State agencies, & WIC local agencies)	100(69)
WIC-Authorized Vendors (retailers)	19(13)
Technical (Processors, eWIC/EBT, POS, & eCommerce Groups)	15(10)
Advocacy (nonprofits, policy, & special interest groups)	11(8)
Role in Their Organization
Decision-maker^A	63(43)
Creator^B	31(21)
Doer^C	36(25)
Advocate^D	15(11)
Main Area of Expertise
Regulatory/administrative	107(74)
Other, general online shopping	13(9)
Online transactions, processing payments	12(8)
Item selection, placing online orders	10(7)
Fulfillment and provision of orders	3(2)
Step 2 Blueprint Workshop Attendees (N = 48)	N(%)
FNS	7(14)
WIC State agency (including contractors)	15 (31)
WIC vendors	6(13)
EBT processors, eCommerce platforms, etc.	14(29)
Other (including advocacy groups	6(13)

a.Leadership positions within an organization.

b.Those responsible for designing systems per direction from decision-makers.

c.Those who conduct key functions and activities in the systems designed by creators.

d.Those working outside of the systems/processes that advocate on behalf of the WIC community to promote improved/optimized processes/systems.