Close5 is a C2C app that provides a marketplace for people to sell and buy used items locally. This app is currently rated under 4 stars for some critical user experience issues. Therefore, I decided to re-design this app by practicing empathic design.
identify user pain points by Creating user Journey Map
Nothing has more impact on the success of a C2C app than user experience. Because the C2C platform is not creating its own products or services, the user experience is the only differentiator and selling point. Designers have to get every point of interaction right to make the whole experience smooth and joyful. So I decided to create a user journey map to identify user pain points action by action.
When I was creating the user journey map, I put myself in user's shoes to understand their feelings, struggles , and frustrations when using this app. I also interviewed a couple of friends who frequently use C2C platforms like eBay and Craigslist to understand the whole process and their feelings behind each action.
Buyers and sellers have different pain points when using this app. For buyers, they are not sure if the seller is trustworthy. They are hesitated to make the offer without knowing the seller's reputation and history. For sellers, they need a smooth process from posting a new item to complete the deal. Otherwise, they will be more likely to abandon the app if it's hard to use and make them go back and forth all the time. Also, for those who are new to the c2c platform, they need guidance and help along the way to keep them going. Lastly, physical and financial safety is the top concern for both sellers and buyers.
KEY UX STRATEGY
Below is the UX strategy I came up with to tackle the user pain points.
Re-design for a trustworthy platform
create a smooth and delightful experience BY PROVIDING ASSISTANCE AND CONVENIENCE along the way
KEY IMPROVEMENTS AND FEATURES
Below is the UX strategy I came up with to tackle the user pain points.
- Add seller review system to let buyers shop with confidence
- Add "ask the seller" button for buyers to gain additional information
- redesign the search page that allows buyers to discover more items
- re-design the new item posting process to make it more smooth and flexible
- add scam alert and block-the-user function in the messenger
- allow users to create the appointment reminder