Increasing price acceptance in secondhand sales
Increasing price acceptance in secondhand sales
Improved the price suggestion process, increasing acceptance rates by 8% and reducing price-related inquiries by 7%. By providing clear explanations for price suggestions, we built user trust and helped sellers make faster decisions.
Improved the price suggestion process, increasing acceptance rates by 8% and reducing price-related inquiries by 7%. By providing clear explanations for price suggestions, we built user trust and helped sellers make faster decisions.
Role
Role
Led the initial design and crafted an end-to-end user experience from research, to delivery Stakeholder interviews, user testing
Team
Team
1 Project Manager, 1 Product Designer (me), 1 Android Developer, 1 iOS Developer, 2 Backend Developer
Working year
Working year
2015-2017
Why I joined this team?
Why I joined this team?
Secondhand trading promotes resource circulation and sustainable consumption, but issues like fraud and inconvenience between individuals still persist. I joined Sellit to help solve these challenges through better user experiences.
Secondhand trading promotes resource circulation and sustainable consumption, but issues like fraud and inconvenience between individuals still persist. I joined Sellit to help solve these challenges through better user experiences.
Objective
Objective
Enhancing transparency and trust in price suggestions.
Enhancing transparency and trust in price suggestions.
Sellit simplifies secondhand transactions by handling sales on behalf of users. However, users often struggled to understand the pricing criteria or lacked trust in the suggested prices. To address this issue, we aimed to enhance transparency and credibility in the price suggestion process, ultimately improving the overall user experience.
Sellit simplifies secondhand transactions by handling sales on behalf of users. However, users often struggled to understand the pricing criteria or lacked trust in the suggested prices. To address this issue, we aimed to enhance transparency and credibility in the price suggestion process, ultimately improving the overall user experience.
Problems
Problems
Lack of price clarity led to hesitation, questions, and delays
Lack of price clarity led to hesitation, questions, and delays
Lack of trust in price suggestions
Users found it difficult to understand the pricing criteria, making it hard to determine whether the suggested price was fair.
Lack of trust in price suggestions
Users found it difficult to understand the pricing criteria, making it hard to determine whether the suggested price was fair.
Lack of trust in price suggestions
Users found it difficult to understand the pricing criteria, making it hard to determine whether the suggested price was fair.
Increase in price-related customer inquiries
Unclear pricing criteria led to frequent user inquiries and hesitation, increasing the workload for support teams and prolonging the selling decision.
Increase in price-related customer inquiries
Unclear pricing criteria led to frequent user inquiries and hesitation, increasing the workload for support teams and prolonging the selling decision.
Increase in price-related customer inquiries
Unclear pricing criteria led to frequent user inquiries and hesitation, increasing the workload for support teams and prolonging the selling decision.
Delayed selling process
Users hesitated to accept price suggestions due to unclear pricing, leading to increased inquiries, a heavier workload for support teams, and delays in the selling process.
Delayed selling process
Users hesitated to accept price suggestions due to unclear pricing, leading to increased inquiries, a heavier workload for support teams, and delays in the selling process.
Delayed selling process
Users hesitated to accept price suggestions due to unclear pricing, leading to increased inquiries, a heavier workload for support teams, and delays in the selling process.
Insights
Insights
To solve this problem, we explored the root cause through user interviews and quantitative data analysis.
To solve this problem, we explored the root cause through user interviews and quantitative data analysis.
User Interview
User Interview
“I’m not sure if the price suggested by Sellit is fair. The criteria aren’t clear, so it’s hard to trust."
“I’m not sure if the price suggested by Sellit is fair. The criteria aren’t clear, so it’s hard to trust."
“I’m not sure if the price suggested by Sellit is fair. The criteria aren’t clear, so it’s hard to trust."
“There’s not enough explanation for why this price was set. I asked because I wondered if I could sell it for a higher price.”
“There’s not enough explanation for why this price was set. I asked because I wondered if I could sell it for a higher price.”
“There’s not enough explanation for why this price was set. I asked because I wondered if I could sell it for a higher price.”
“I didn’t like the price, so I ended up selling it directly through C2C.”
“I didn’t like the price, so I ended up selling it directly through C2C.”
“I didn’t like the price, so I ended up selling it directly through C2C.”
User Behavior
User Behavior
Behavior type
Price suggestion accepted
Market price search
C2C conversion
Final selling price
Perceived price as too low
Sold at a lower price
Insufficient price explanation
Sold at a lower price
Similar to market price
Sold at a lower price
Hypothesis
How might we increase price acceptance through clarity and insights?
How might we increase price acceptance through clarity and insights?
Providing clear pricing criteria will increase acceptance rates and reduce customer inquiries.
Offering data-driven insights for easy market price comparison will lower the C2C conversion rate.
Explorations
Explorations
To validate the hypothesis,
we conducted quick usability testing using low-fidelity wireframes.
To validate the hypothesis,
we conducted quick usability testing using low-fidelity wireframes.
Solutions
Solutions
We improved acceptance by showing how prices are determined.
We improved acceptance by showing how prices are determined.
Impacts
Impacts
Improved price acceptance and reduced user inquiries
Improved price acceptance and reduced user inquiries
8% increase in price acceptance rate
By providing a clearer rationale for price suggestions through market price range comparisons and evaluator assessments, the price acceptance rate increased by 8%, contributing to the improvement of key metrics.
8% increase in price acceptance rate
By providing a clearer rationale for price suggestions through market price range comparisons and evaluator assessments, the price acceptance rate increased by 8%, contributing to the improvement of key metrics.
8% increase in price acceptance rate
By providing a clearer rationale for price suggestions through market price range comparisons and evaluator assessments, the price acceptance rate increased by 8%, contributing to the improvement of key metrics.
7% reduction in price-related inquiries
Previously, inquiries regarding the basis of suggested prices had been steadily increasing. After implementing these improvements, price-related inquiries decreased by 7%, reducing the operational workload for the support team.
7% reduction in price-related inquiries
Previously, inquiries regarding the basis of suggested prices had been steadily increasing. After implementing these improvements, price-related inquiries decreased by 7%, reducing the operational workload for the support team.
7% reduction in price-related inquiries
Previously, inquiries regarding the basis of suggested prices had been steadily increasing. After implementing these improvements, price-related inquiries decreased by 7%, reducing the operational workload for the support team.