DescriptionThis project was an UED initiative and focused on reviewing the selling process holistically as well as identifying user experience and business opportunities. The outcome influenced the roadmap for the upcoming year as well as part of the selling flow of the recently released eBay app.
My roleI was responsible to document the selling flow holistically, identify areas of improvement, organize brainstorming sessions with other selling designers, help generate innovative ideas, and create the vision for 2015.
At the end of 2014, I got the mandate to create a consumer-to-consumer selling vision plan for 2015. I gathered existing research data to analyze and understand the complete process, from the moment a potential user starts to think of selling something on or outside of eBay, to the post selling transaction experience.
I created a customer journey map that helped the team gain clear insights on how sellers move through the selling process. It also helped us identify areas that were disjointed or painful, and where sellers were at risks of dropping off.
Two designers joined the project during the ideation phase to help generate as much ideas as possible. The three of us had regular short brainstorming sessions to come up with innovative ideas that could disrupt the existing marketplace and unearth solutions that would minimize customer’s friction and improve overall satisfaction. Throughout the process we also focused on millennials’ needs since eBay needs to attract and funnel in this user segment. Out of all the ideas generated, we selected the most promising ones and presented them to the larger audience and executives. Ultimately, some ideas were added to the roadmap and influenced the user experience of the lately released app.