OfferUp – Where is my money?
Solve the Top 1 complaint came from sellers
OfferUp is the largest mobile marketplace. People can buy and sell locally easily. OfferUp shipping provides an alternative way for people to buy and sell nationwide. “Where is my money” is the feature to address the top 1 complaint from nationwide sellers. They ship the item but don’t know when and how they will get paid. This feature was firstly launched for OfferUp shipping, but also applied to OfferUp in-person payment experience.
To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. All information in this case study is my own and does not necessarily reflect the views of OfferUp.
Sole UX designer
Product manager, Engineers, UX researcher, Customer experience team, Legal team
4 months (2018/07 – 2018/10)
Reduced the CX contact rate by 70%
- Largest mobile marketplace in the US
- 280+ employees
- 4.8 stars / 2.7M ratings in App Store, 4.6 stars / 741k ratings in Google Play
Sellers don’t know when they are going to get paid after shipped a package.
I learned from :
- CX (customer experience) tickets: Top 1 driver of the tickets (~54% tickets)
- NPS survey: Top 1 reason why sellers don’t want to use shipping again (~22% complaints)
- Sellers should be able to track the status of where their payment is at any given time for each transaction
- Sellers should be able to understand what is causing a delay in disbursal of their money
- Trust and safety
- Simple, accurate, and clear for customers
- Legally approved
Data for CX tickets
3. Design & Research
4. Deliver & Evaluate
Challenge 1: The complexity
How did I learn?
- Talked with CX program manager to learn the CX tickets
– Qualitatively: Read a couple of examples of real tickets to understand seller’s concerns and how CX team replied back
– Quantitatively: Data about when sellers ask their money and if deposit setting (Faster deposit enabled or not) will make a difference
2. Talked with payments engineers to learn the payment process:
- We are using Stripe as our payment service provider.
- They have specific logic to handle all situations.
What I learned:
After learning from the Customer Service team and from engineers who work on payments, I learned there are 4 factors will affect the speed of disbursement.
/4 elements affect the deposit process:
More than $50, the money will be deposited after the item delivered. Less than $50, the money will be deposited once the package shipped.
Super shipper badge
for sellers who are Super Shipper, the money will be deposited once the package scanned no matter the price of the item.
Fast Deposit enabled
This service is supported by Stripe. Seller will be charged 1% if they enabled it. Once enabled, Stripe will help us to deposit the money faster to the seller’s bank account.
Required personal info for verification
To deposit successfully, Stripe asked for personal info from sellers once they hit a certain amount of money, including birth date and address, last 4-digit SSN, and even valid ID.
/ Diagram for seller flow
/ Competitor analysis
/ Whiteboard sessions
Challenge 2: Lack of content resources
How do I explain it to users?
Now I know the complexity behind this project. The other challenge was we didn’t have a content writer in our team. But it’s very important to explain the process in the user’s language, not using existing technical terms. This is quite challenging for me as a non-native speaker. Without any resource of content strategist, I took 3 actions:
- Worked with PM, UX leads, CX program manager, and UX research intern to run content review.
- Partnered with our UX research intern to run usability studies on Usertesting.com
- Reviewed contents with the legal team to make sure every word is legally approved
A typical design+content review meeting
Usability study quotes:
- “It was very clear…It let me know when it was pending. It let me know when it was scheduled. It let me know when it was deposited.”
- “No confusion on any of that.”
- “It’s really hard to misunderstand what’s happening.”
Users can access payment details through 2 places: from system messages and my account. Those two are the existing design. The entry points have been validated through data first. The link helped to dropped customer tickets by 50% first.
There are more than 20 states in real life. Here I listed 4 most helpful states of payment details.
I quickly designed a web version based on the app version. A little bit different from the app version, the web version has a subway stop diagram for payment details. It was because after launching payment details for the app, we got user feedback that they’d like to see a timeline.
- The complexity behind the deposit process: I sit with the Customer Support team and engineers to figure things out.
- Lack of content resources: I worked with our UX research intern to run 3 rounds of user testings.
- Reduced the CX contact rate from 54% to 16%
What I learned
- Manage complex logic behind simple design
- Communicate the complex logic with all stakeholders
Date: April 15, 2019