Designing Shop101
What are we solving at Shop101?
E-tail model dominates e-commerce currently where a few sellers account for Majority of the market share. Current platforms focus on Large-scale vendors who are able to manage their inventory using tools.None of these solutions enable creation of NEW SELLERS without significant investment.
​
Solution: An alternate distribution Model
.png)
Who are we solving for?
%20(1).png)
In order to have a clear understanding of our users, have spoken to 100's of users (and been to the homes of some) to understand their goals, aspirations, frustrations. It is also essential to keep the user study ongoing as the needs of the user is constantly changing.
.png)
There were multiple methods used to understand and listen to the users. This was in order to understand the pain points the users face genrally while building their business and while using the app
.png)
Some Challenges and Opportunities
There were multiple design opportunities that were identified to make the life of the user easier and to accomplish their goals
Checkout Flow for specifically for Resellers
Situation
The reseller sells products to her customer and places an order on behalf of the customer.
Challenges
As the order is not placed for the reseller herself, the reseller behaves differently from a regular e-commerce checkout. As the actual selling has to be done on social media, the checkout flow is a deliberate act and not one of impulse.
Process
We were noticing a sharp drop in the payment mode selection page and also a lot of cart abandonment issues. On speaking with users we realized that resellers spoke to their customers about payment methods right at the start of their conversation. There was a mismatch between the real world and what was happening in the app. Hence in order to fix that we switched the ordering of the screens to enable the resellers to select the payments first and then input the price they wish to collect from their customers in case of COD or the price that they would like to be displayed in the invoice at the time of delivery.
​
Impact
Increase of 20%+ in checkout flow
​
Roles
Head UX designer
Checkout flow based on the type of payment method
Increase Delivery % for Resellers
Situation
The resellers earnings are completely tied to the final successful delivered orders
​
Challenge
Resellers were placing orders on behalf of their customers. 85%+ orders were COD, which often meant that customers forgot to kept cash with them for payout or simply forgot that they had placed an order
​
Process
Speaking with multiple resellers who were experienced this problem, made it clear that it was a communication gap rather than an operational issue. So we enable resellers to communicate to their customers about Delivery
​
Impact
Resellers saw upto a 40% drop in RTO ( Return to origin)
​
Role
UX Designer
​
.png)
Building Channels for Empathy
Situation
Resellers are aware of how to do business but often feel they lack support or recognition
​
Challenge
This was a social problem that most of our users were facing, in their family and the society.
​
Process
It became apparent in the app that we needed to build channels other than customer support where these resellers could voice their concerns and more importantly voice their ideas and suggestions which we could implement
​
Impact
Resellers could communicate on a daily basis and that increased our retention rate
​
Role
UX Designer
​