Overview
eBay is an ecommerce website that facilitates C2C and B2C sales on a wide variety of goods and services worldwide. Users can find anything on eBay from latest sneaker drops to memorabilia pokemon cards, from vintage cars to the latest sports equipment. For Hackweek in 2020, our team tackled a problem we wanted to address. Users rely on the trust and confidence before making the decision to buy from a user or sell to one. 75% of buyers rely on feedback on eBay. Today less than ⅓ of all transactions receive seller feedback.
Problem
How can we prompt users to give instant feedback that will improve buyer’s trust and give sellers a sense of ownership?
Goal
Our goal was to update the feedback feature within the app to make it easier for buyers and sellers.
My Role
I was the lead designer on this team. I was responsible for creating a journey that would solve our problem, the UX/UI and making sure our project aligned with the eBay design system and style guide.
Design Process
i. Empathize - understand the user's key objectives, their pain points with the current experience, what they liked about the experience, what’s unique about their objectives and their journey. Conduct competitive analysis to gauge what others in the market were doing.
ii. Define - Our users want to help the eBay ecosystem and provide feedback to our sellers, but not if it's a long tedious process. We looked at CSAT as a good measure of our user’s satisfaction. We set out to remove friction from our current process and create a lightweight, simple and easy solution.
iii. Ideate - I began to use many different flow charts , trying a variety of solutions. In this part of the process, we look back at our discovery and empathy phase to uncover any and all use cases. Before refining the mocks, I share with the team and explain how I got to the design.
iv. Prototype - Finally we convert our wireframes into functioning prototypes and share with the team repeatedly to iron out the little details and functionalities. We wanted to get it to a point where we felt proud that we found the solution of our problem. After the design portion was complete, I handed it off to our dev team. I met with them to review what they made and to make sure it matched what I designed.
Outcome
The end of the week was here and it was time to present. We only had 3 minutes to present, but it was more than enough time to present all of the details. I’m really proud of our team to band together in one week and build live products in iOS and Android.
