Enhancing Efficiency and Satisfaction of the Listing Process on Plick
To enhance the user experience for sellers at the secondhand marketplace platform Plick, we aimed to improve the product listing process. The goal was to boost seller participation and ultimately establish Plick as the premier choice for reselling clothes.
DURATION
Six months
TOOLS
Figma
The challenge
Plick is a Swedish marketplace platform specializing in sustainable fashion with over one million users across Sweden. The platform facilitates buying and selling of pre-owned clothing and accessories, promoting a circular economy and sustainable consumption.
Customers often perceive the effort required to resell clothes as disproportionate to the perceived value, leading them to discard or donate items instead. To address this challenge, I investigated how to optimize the listing process, which is a crucial step in the selling journey, in order to enhance user experience and increase user engagement. By streamlining the process, the goal was to make it easier and more efficient for users to create listings, ultimately encouraging more sellers to participate and contribute to Plick's sustainable marketplace.
value
By utilizing a design thinking method, I designed a new listing process that promised higher perceived satisfaction and efficiency.
Design process
The project was based on a design process called Design Thinking. It suggests that the design process should have five phases. Empathize, Define, Ideate, Prototype and Test. It's an iterative process where we repeat until we get the expected result.
Empathize
In the empathize phase, I conducted a user survey within the app, followed by in-depth interviews with selected users. I also carried out a competitive analysis to understand the market landscape and evaluated the usability of Plick's existing listing process using heuristic guidelines. These methods provided valuable insights into user needs and pain points, laying a strong foundation for the subsequent design stages.
Define
In the define phase, I analyzed the data gathered during the empathize phase to pinpoint user needs and pain points. Two personas were created to represent key user segments, and user stories were developed to capture their goals and challenges.
Ideate
In the ideate phase, I began by formulating "How Might We" statements, which were later used in a collaborative workshop with other UX designers at Plick. These statements inspired a range of ideas that became the foundation for sketches and guided the development in the prototyping phase.
Prototype iteration
The prototyping phase followed an iterative process, where various design concepts were explored and refined. Initially, two distinct low-fidelity prototypes were created and evaluated through the first round of user testing. The bar chart presents the results, highlighting how users rated their overall experience with each concept on a scale of 1 to 5.
Based on the results of the user tests, elements from both concepts were combined to create the final prototype, utilizing Plick's existing design system.
Test & Result
Participants were instructed to upload an item for sale, with half testing the original design and the other half using the new prototype in an A/B testing setup. After completing the task, they answered a series of questions about their experience and rated it on a six-point Likert scale. The testing demonstrated that the final prototype was significantly more efficient and satisfying to use, with the number of clicks required in the listing process reduced from 28 clicks to 18 clicks, contributing to a smoother overall experience.