Problem Space
Sellers who use shipping want to know where their money is and want to get paid faster after completing a shipping transaction.
How do we best relay this information to give sellers peace of mind on where their money is?
Research Methods
Usability Testing
Why? To see if sellers are able to understand the flow of the feature and the content/messages of the feature and if the feature is usable and user friendly.
Research Process
We conducted two rounds of iterative usability testing on UserTesting.com with sellers who have used shipping on OfferUp. Each test was remote and unmoderated. I worked closely with the Product Manager (PM) and UX Designer for each test, making sure we were aligned on goals, what we wanted to learn, and questions we wanted to ask. Additionally, the UX Designer and I worked together on the prototype flows.
The first test focused on the "Where's my money?" feature and introduced the concept of Faster deposit. The second test was an iteration on Faster deposit based on findings from the first test.
Prototype flow for the second round of testing
Round 1 Prototype: Testing "Where's my money?" and the content of the status message
Round 1 Prototype: Showing sellers how they can get paid faster
Round 1 Prototype: Ways to get paid faster
Round 1 Prototype: Introducing "Faster deposit"
Screenshots from the Round 1 Prototype
Screen from Round 2 Prototype
Findings
First Round
From the first round of testing, we learned a number of things from sellers who have used shipping on OfferUp.
-Sellers want clear, specific messaging on where their money is
-Sellers understood the statuses and messaging of "Where's my money?"
-Sellers understood the ways they can be paid faster
-"Faster deposit" strings are misleading
-Sellers understood the statuses and messaging of "Where's my money?"
-Sellers understood the ways they can be paid faster
-"Faster deposit" strings are misleading
Second Round
Based on findings from the first round, we conducted a second round of testing. Below is what we learned.
-Deposit method option with faster deposit was preferred
-Sellers glossed over specific detail of when Faster deposit would take effect
-Sellers glossed over status messages leading to confusion
-Sellers glossed over specific detail of when Faster deposit would take effect
-Sellers glossed over status messages leading to confusion
Actionable Recommendations
From the research findings, I provided the team with actionable recommendations to pursue for "Where's my money?" and Faster deposit.
-Change phrasing of some of the status messages to eliminate confusion
-Highlight important parts of messages to get sellers' attention
-Provide better clarity on when Faster deposit would take effect
-Highlight value prop of Faster deposit
-Highlight important parts of messages to get sellers' attention
-Provide better clarity on when Faster deposit would take effect
-Highlight value prop of Faster deposit
"Faster deposit renamed to Fast Deposit." Above are current in-app screens of real time status messages of "Where's my money?" and what sellers see when they're interested in Fast Deposit
Impact
Introduction of specific messaging for "Where's my money?" reduced the number of CX tickets of sellers asking where their money is
Faster deposit enabled sellers to receive their money within 24 hours compared to 3-5 days. Great for sellers who need their funds right away!
