EBAY: REIMAGINING THE C2C SELLER EXPERIENCE
eBay C2C SELLING
Simplify the listing process overall
Reduce abandonment/Increase completion
Reduce pogo-sticking between pricing and shipping of current tool
Offer full feature mobile web product (while working with mobile team to prioritize features)
Work cross functionally to simplify shipping, pricing and catalog suggestions, as well as Trust (seller fee transparency) and PayPal.
Bonus: Improve the SOLT experience
THE DESIGN PROCESS
The goal of this project was to create a quick and easy listing tool that provides guidance and includes the minimal set of features necessary to make C2C sellers successful on eBay, with the goal of an easy path to becoming a Small Business.
DESIGN GOAL: SIMPLIFY THE NEW SELLER EXPERIENCE
Updating the landing page
Incorporating Help Content and FAQs
Set expectations and build trust
Contact
Get in touch with us to know more details about this property
Michelle Kapnias
Experience Design LeaderBONUS DESIGN GOAL: IMPROVING THE “SOLT” EXPERIENCE
We knew sellers would start their listing research on the Buy side and by carrying over the data from successful listings it make their listing experience easy and smart.
All the seller would have to do was add their pictures to the pre-configured listing.
This took a huge step out of the listing process by prefilling the key data in order to list successfully
THE RESULT
Multiple UER sessions helped us iterate on the design. During the latest sessions some participants commented that listing an item on eBay was easier and faster than what they had expected. Some preferred the mobile version to the app*. Completion rates beat the existing tool by 24% on FIRST ITERATION in testing.
The project was released incrementally and was a cornerstone to the overall Marketplaces strategy. It was the first adaptive flow on eBay and was acclaimed as one of the top achievements for the company. Completion rate on mWeb outperformed the app by 3x*