RateS

Background

We conducted prior research to refresh and identify who our user types were, which could be broadly classified into 1. Drop-shippers 2. Inventory holders

My role

As Head of Design, I led user research initiatives and collaborated with cross-functional stakeholders to develop and implement features that enhanced user retention by 31% and activation metrics by 14%.

Research Process

To further understand our power users, we did a deep study on these two main user groups - Drop-shippers and Inventory Holders. We analysed their order history data, sent out quantitative surveys and conducted qualitative interviews for multiple users of these two groups.

Problem

We learned that certain app features were no longer relevant or useful, while some features were more important to certain group of users.
Drop- shipper pain point: There was a lack of trust between buyers and sellers
Inventory Holder pain point: RateS had a lack of stock availability

Solution

Thereafter, ideations and recommendations were put forth to tackle those respective user pain points. These outcomes were mainly existing feature upgrades and brand new impactful features.

OUTCOME 1

Optimising social sharing for media and payment link for drop-shippers

Specifically for drop-shippers, getting resellers and buyers to trust RateS was a tough hurdle to overcome. Hence incremental changes were made to build trust between all three parties.

New and improved download media feature

We learnt that the first step of a successful sale and establishing trust was for users to share photos. Hence we made it simple for users to select and download photos and videos they preferred before sharing, instead of manually doing it one by one or downloading unwanted content.

Old payment link screen vs new payment link screen

To further enable users, we tweaked the payment flow, giving resellers both the option to pay for orders upfront or to share the payment link with their buyers. This flexibility in payments also contributed to boosting trust amongst sellers and buyers.

OUTCOME 2

New Feature: Restock alerts for inventory holders

For inventory holders, stocking up and leveraging on bulk purchases for popular products was key to their business strategy. Following this, it was essential to notify users once an out of stock product was restocked. Hence we designed an alert feature that users could manage easily.

How setting up a restock alert looks like

We ultimately gave users the flexibility to set alerts for multiple item variations and specific restock quantity triggers.