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.
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
The current app didn’t inform sellers when and how they are going to get paid, which became the top 1 complaint from sellers. We 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 status of where their payment is at any given time for each transaction
- Sellers should be able to understand what is causing 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
- Talked with payments engineers to learn the payment process
What I learned:
The payment-related feature has more complicated logic. To answer a simple question”Where is my money”, there are 4 elements will 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 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.
Challenge 2: Lack of content resources
How do I explain to users?
Now I know the complexity behind this project. The other challenge was we didn’t have a content writer in our team. From what I learned from CX team, it’s very important to explain the process in user’s lauguage, not using existing techinical terms. 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 content with legal team to make sure every word is legal
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 from my account. Those two are existing design.
There are more than 20 states in real life. Here I listed 4 most helpful states of payment details.
I quickly designed 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 app, we got user feedbacks that they’d like to see a timeline.
- The complexity behind deposit process: I sit with CX team and engineers to figure things out.
- Lack of content resources: I worked with UX research intern to run 3 rounds 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