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Project 2

Etsy

Overview

Etsy wants to make it easier to sell custom items on their mobile app, by easily identifying sellers who take requests for customizations and also allow those same sellers to easily take requests.

Methods

Surveys, User Interviews, Research Synthesis, Personas, Design Studio, Sketching, Wireframes, Rapid Prototyping, Usability Testing

Team

Ramon G., Bryna O.
Alex O., Rico O.

Role

Research, Prototyping, User Interface designer

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"As a child, I never found anything with my name on it."

Research

Out of 12 respondents from our survey, we interview 5 people, 3 were Etsy buyers and 2 were buyers and sellers. From there our team started to affinity map their inights and we discovered that

Insights

Buyers love feeling in control of custom products, which have sentimental value.
Buyers feel frustrated if the shipped product does not meet their expectations.
Sellers want to protect their reputation and meet buyers’ expectations.
When custom orders go wrong, buyers and sellers lose time and money.

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"I feel creatively fulfilled by my store, but I’m so stressed with managing it."

Design Studio

While doing 2 rounds of design Studio with my team, we came up essetial features for the APP, which are : “Customizable” products category, Help sellers create a “form” for buyers to fill out, Create “above the fold” cues about customization on each product listing page, and Checklist for sellers.

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“I like looking at sample photos to ensure my customized products will look good.”

Mid Fidelity

Based on our research, our proposal was that sellers would build a survey form to capture buyer preference. After our first itiration, we killed the seller homapage, since that was already in the actual Etsy app.

Tasks

Seller sets customization period, Seller creates buyer form, Buyer completes customization form for product, Seller reviews order and sees customization requests

Insights

1.Confusion among users who didn’t know what “question” meant
2.No close button in slide-up menu, plus no enough instructions
3.Confusion on where they should put their customization prompt to buyers

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“This was an intuitive flow for me, I knew where I was in the experience”

Hi Fidelity

Added a close buton on the slide up menu for the Seller when adding categories on the customizing pages. As well as giving explanations to each action button.

Tasks

Seller sets customization period, Seller creates buyer form, Buyer completes customization form for product, Seller reviews order and sees customization requests

Insights

1.Task speed increased with round 3 of users testing
2.Participants wanted to see the product auto update whne customizing

Next Steps

1.explore buyers’ desire to see example of their custom product during or after ordering process.
2.Develop the sellers’ desire to export custom checklist.
3.Continue iterating on “customization checklist” phrase and perhaps move it to different place on that screen.
4.See if the changes work, we would need to put the prototype in front of actual Etsy sellers and tested.

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