The Problem
More than a third of all messages from retail shoppers to third party sellers are inquiries regarding the current location of the ordered goods when that information was already available to shoppers. There were a variety of other messages that sellers did not need to respond to. All messages are considered defects and the seller is penalized. The existing solution did not support mobile devices, didn't clearly showing tracking, delivery estimate, ship date or other useful information to shoppers.
More than a third of all messages from retail shoppers to third party sellers are inquiries regarding the current location of the ordered goods when that information was already available to shoppers. There were a variety of other messages that sellers did not need to respond to. All messages are considered defects and the seller is penalized. The existing solution did not support mobile devices, didn't clearly showing tracking, delivery estimate, ship date or other useful information to shoppers.
The Solution
We designed a mobile first experience that walked users through the process of getting an answer to a question and when they still needed or wanted to contact a seller they could use template messages to do so with a single click.
We designed a mobile first experience that walked users through the process of getting an answer to a question and when they still needed or wanted to contact a seller they could use template messages to do so with a single click.
My Role
As a product, dev and design team we identified unnecessary "where's my stuff" messages as a large pain point for sellers, decided to approach solving the problem in a mobile first fashion an then designed and iterated on the design with the dev and product teams feedback. We knew there were other related problems that we could solve at the same time so we included those in the requirements and design, but gave them a secondary priority.
As a product, dev and design team we identified unnecessary "where's my stuff" messages as a large pain point for sellers, decided to approach solving the problem in a mobile first fashion an then designed and iterated on the design with the dev and product teams feedback. We knew there were other related problems that we could solve at the same time so we included those in the requirements and design, but gave them a secondary priority.
